CXone Solutions Architect

Overview

Remote
Depends on Experience
Contract - W2
Contract - 12 Month(s)
No Travel Required

Skills

NICE InContact CXone platform
NICE inContact Studio
Contact Center Services implementation and configuration

Job Details

Job Title: CXone Solutions Architect - VCC Configuration Specialist

Location: Remote

Years of Experience: 5-10 years

MUST HAVE SKILLS (Most Important):

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.)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.