NICE CXONE Specialist

Key Responsibilities:

The Contact Center Services (CCS) Customer Experience (CX) Configuration Specialist works within the Consulting Services practice as a customer-facing resource to manage enterprise-wide Contact Center solutions for customers from many verticals on the NICE inContact CXone platform.
The Consulting Services team implements and maintains both hosted and CPE solutions which contribute millions in revenue.
The custom IVR and voice solutions are critical to our customers so our focus is to consult with both quality and a sense of urgency in mind.
They are led by a program management and project management team which follows the Professional Services Project Methodology using a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling PS activities.
The CX Configuration Specialist provides application engineering professional services, specifically in the contact center domain.
In this role, you must be able to meet with clients, perform design sessions, synthesize business requirements, transfer gathered requirements to an enterprise design leveraging best practices, perform all aspects of the configuration of call flows and scripting, perform a testing lifecycle (i.e., unit testing, system integration testing, quality assurance testing, and user testing), and work with customer to rollout final solution into production.

Key Requirements and Technology Experience:

Skills-NICE CXONE , NICE INCONTACT, Rest.
Bachelor or Master of Science in Computer Science or Software Engineering NICE inContact CXone Certified Implementation Partner Certifications.
Experience in Contact Center Services implementation and configuration
Expertise in NICE InContact CXone platform for contact center services
NICE inContact CXOne Certifications - NICE CXOne Core/QM/PC/WFM/DFO (or equivalent experience)
Know User Hub or Central Administration tools for contact center object configuration
Extensive experience with NICE inContact Studio using the visual editor and script programming language for contact flows (voice (inbound/outbound), email, chat, SMS)
Proven ability in call flow scripting of complex call center environments
Experience with troubleshooting contact center issues, call routing, traces, integrations, etc
Experience with RESTful web services and integration with APIs for CRMs and databases
Understand technical requirements and be able to document those requirements via call flow diagrams and functional design specifications
Ability to interpret and analyze business requirements, identify risks and design appropriate solutions.
Excellent written and verbal communication skills
Be capable of presenting and reviewing design specifications with stakeholders
Experience with Workforce Management
Experience with Feedback Management, DB Connector and Virtual Agent Hub
Experience with CRM Agent Applications inside CXone Console (ServiceNow, ZenDesk, Microsoft Dynamics, MS Teams)
Experience with AI and chatbots (Amelia, Dialogflow, etc.)
Ability to assess capabilities and limitations of architectures and recommend alternative solutions
Solid background in software engineering, programming paradigms and programming languages
Experience in software architecture and design patterns
Experience with common programming languages such as Javascript/Node, Python, Java, C#
Capable of training customers on the CXone Administration tools, Agent MAX and Supervisor Desktops, Dashboards, and standard out-of-the-box reporting
Client relationship management, negotiation, and conflict resolution skills
Enhanced Unified Communications or telecommunications knowledge