Contact Center Specialist (NICE CXone)

Description

Responsibilities:

• Plan and conduct discovery sessions with support teams to document their needs in the form of functional requirements documents
• Research and provide internal and external content for executive presentations and reports.
• Collaborate with internal users to gather and analyze business requirements for contact center solutions, including telephony, e-mail, chat, IVR, skills based routing, knowledge management, CTI, interactions analytics, quality management, workforce management, AI, and reporting.
• Configure and customize these solutions.
• Assist teams in NICE CX1 role based training and best practices technology use.
• Build reports and dashboards
• Document call flows and implement them in the tool with IVR integrations
• Build chat workflows
• Conduct system testing and validation to ensure the reliability, scalability, and performance of contact center solutions built on the NICE CX1 platform.
• Stay up-to-date on industry trends, emerging technologies, and best practices related to contact center solutions and the NICE CX1 platform.

Qualifications:

• Bachelor's degree in computer science, information technology, or a related field.
• 5 or more years experience as a Contact Center Analyst, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
• 3 or more years experience in NICE CXone and UC environments.
• Experience implementing new teams and new tools within NICE CXone
• Experience creating and presenting to executive level stakeholders (technical and non-technical).
• Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
• Existing knowledge and/or industry certifications for NICE CXone and process automation technologies
• Contact Center as a Service (CCaaS) software management and domain experience.
  NICE CXone and CXone Studio Experience
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.