JOB SUMMARY

The Voice Engineer - CXone position is an opportunity for an individual with prior, hands-on experience working with NICE CXone IVR. We are looking for an experienced CXone Developer to assist in a new implementation of CXone. Our Telecom Specialists work within a group of highly motivated Information Technology professionals committed to keeping Consumer Cellular #1.

RESPONSIBILITIES

• Nice Studio Scripting, integrating into custom CRM, develop documentation.
• Create, maintain, and update CXone IVR scripts/code using CXone Studio and Snippets.
• Support the integration of CXone technology including screen-pops and omnichannel routing of voice, email and chat via web services.
• Vast understanding of Contact Center Operations including inbound voice (tollfree networks/SIP/IVR/ACD), digital channels including email/chat/SMS/social/AI, reporting, workforce management, contact center reporting, and analytics, leveraging APIs and integrations across the enterprise.
• This position will focus on the development of CXone to include configuring agents, skills, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platform.
• This position serves in a lead implementation role, assisting and mentoring other implementation personnel.
• Works with business customers, analysts, and team members to understand requirements.
• Experience with integration requirements and building integration services (API, URL calls, etc.).
• Trouble-shooting problems during the configuration or go-live stages of implementation.
• Implementation of NICE CXone advanced services (i.e., Personal Connection, Expert, Chat, Attendant, etc.).
• Administration & implementation tasks associated with implementing and maintaining our NICE CXone solution.
• Create, maintain, and update the CXone applications used for call and screen recordings including Central, QM, WFM, Reporting, and Speech Analytics.
• Analyzes, diagnoses, and resolves application problems related to NICE CXone contact center technology.
• Where necessary, work with the CXone team for follow-up and prompt resolution.