NICE CX Configuration Specialist at The Judge Group Inc. in Boston, Massachusetts

Job Description:

Location: REMOTE

Salary: $65.00 USD Hourly - $70.00 USD Hourly

Description: Our client is currently seeking a NICE CX Configuration Specialist in Roanoke, VA.


This role is fully remote.



This job will have the following responsibilities:

• Customer-facing resource to manage enterprise-wide Contact Center solutions for customers from many verticals on the NICE inContact CXone platform.
  
  


• 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.
  
  

Qualifications & Requirements:

• EDUCATION/CERTIFICATIONS: 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.)
  
  

Contact: ckirmse@judge.com


This job and many more are available through The Judge Group. Find us on the web at www.judge.com Apply Now