Full-Time CCaaS Configuration Specialist

THE POSITION: As a CCaaS Configuration Specialist (NICE CXone), you will configure and optimize NICE CXone solutions to meet business needs. You will collaborate with stakeholders, architecture team, and IT staff for smooth platform deployment, integration, and performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• CCaaS Platform Configuration & Design: Design, configure, and optimize contact center solutions on NICE CXone to meet business needs. Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools on NICE CXone. Customize platform features for improved efficiency, customer satisfaction, and operational effectiveness.
• Migration & Integration Support: Lead and support migration from existing Cisco platforms to NICE CXone, ensuring minimal disruption. Integrate NICE CXone with Salesforce CRM, ensuring data synchronization, customer case management, and enhanced reporting.
• Call Flow Optimization: Design and build ACD and IVR call flows on NICE CXone to improve routing efficiency and customer experience. Continuously optimize existing call flows for improved performance, reduced wait times, and better customer service.
• Technical Support & Troubleshooting: Provide technical support for the NICE CXone platform, addressing system configurations, integrations, and call flow designs. Troubleshoot and resolve technical issues, collaborating with internal teams and vendors.
• Collaboration & Stakeholder Management: Work closely with business leaders to understand requirements, identify opportunities for improvement, and drive platform configuration. Collaborate with the architecture team for adherence to industry standards and best practices.
• Continuous Improvement: Stay updated with NICE CXone updates, best practices, and industry trends. Recommend and implement improvements based on performance data, business needs, and advancements. Document configurations, system changes, and deployment processes.
• Client Training & Support: Provide training and support to clients, helping them optimize NICE CXone platform and integrated systems. Offer ongoing technical assistance, addressing client queries and issues.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor’s degree in business, Information Technology, or a related field.
• Minimum 3-5 years Business Analyst experience, focusing on contact center solutions.
• Minimum 2-3 years NICE CXone (or similar cloud-based CCaaS platforms) experience.
• Minimum 1-2 years Salesforce CRM integration experience with contact center platforms.
• Proven experience in process mapping, business analysis, and requirements documentation.
• Strong technical understanding of contact center operations (ACD, IVR, call routing, reporting).
• Familiarity with scripting, SQL, or other tools for system configurations and integrations.
• Proven experience configuring and managing NICE CXone or similar CCaaS platforms.

PREFERRED QUALIFICATIONS:

• Experience with Cisco platform migrations to cloud solutions.
• Expertise in contact center solutions integration with Salesforce CRM (API & data flow experience).
• Excellent problem-solving, communication (written & verbal) skills.

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