CALL CENTRE CONSULTANT - NICE:

On behalf of our Consulting client, Procom is searching for a Call Centre Consultant - NICE for a 6-month contract role with the possibility of extension or conversion to permanent. This position is primarily remote with occasional onsite presence in Markham, Ontario.

CALL CENTRE CONSULTANT - NICE - JOB DESCRIPTION:

We are seeking a Contact Center Subject Matter Expert (SME) with hands-on expertise in NICE CxOne Cloud solutions. This role involves supporting, administering, and optimizing NICE cloud products, focusing on Studio Script development. The candidate will ensure seamless integration and support of NICE solutions across a complex environment.

CALL CENTRE CONSULTANT - NICE - MANDATORY SKILLS:

• Proven hands-on experience with NICE CxOne Cloud (not on-premises).
• Deep expertise in Studio Script development and administration.
• Strong knowledge of contact center methodologies, data, and metrics.
• Experience supporting large-scale environments (150+ queues) with specialized CRM integrations.
• Strong documentation, training, and QA process development skills.
• Ability to serve as a bridge between technical implementation and contact center operations.
• Detail-oriented mindset with the ability to ensure accuracy across complex workflows.

CALL CENTRE CONSULTANT - NICE – NICE-TO-HAVE SKILLS:

• Experience with the full NICE suite of cloud products (excluding IEX).
• Familiarity with API integrations and back-office automation.
• Experience with claims processing or adjudication platforms.
• Prior exposure to building custom workflows and integrations beyond standard vendor use cases.

• Act as the primary SME for NICE CxOne Cloud across the organization.
• Oversee administration, implementation, and optimization of NICE Cloud solutions.
• Develop and maintain training materials, support documentation, and QA processes.
• Collaborate with stakeholders to translate complex business needs into functional NICE workflows.
• Leverage NICE Studio Script to build, customize, and enhance contact center workflows.
• Ensure smooth integration of NICE with specialized CRMs and custom claims adjudication platforms.
• Provide detailed data reporting and metrics to inform business and operational decisions.
• Support the API-driven integration strategy, exposing NICE capabilities for use in internal applications.