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 requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. CCaaS Platform Configuration & Design: Design, configure, and optimize contact center solutions on the NICE CXone platform 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.
2. Migration & Integration Support: Lead and support the migration process from existing Cisco platforms to NICE CXone, ensuring minimal disruption and a seamless transition. Work with cross-functional teams to integrate NICE CXone with Salesforce CRM, ensuring data synchronization, customer case management, and enhanced reporting capabilities.
3. Call Flow Optimization: Design and build ACD and IVR call flows on the NICE CXone platform to improve routing efficiency and customer experience. Continuously optimize existing call flows for improved performance, reduced wait times, and better overall customer service.
4. Technical Support & Troubleshooting: Provide technical support for the NICE CXone platform, addressing issues related to system configurations, integrations, and call flow designs. Troubleshoot and resolve technical issues in real-time, collaborating with internal teams and vendors.
5. Collaboration & Stakeholder Management: Work closely with business leaders to understand requirements, identify opportunities for improvement, and drive the configuration of the NICE CXone platform accordingly. Collaborate with the architecture team to ensure designs and deployments adhere to industry standards and best practices.
6. Continuous Improvement: Stay updated with the latest NICE CXone updates, best practices, and industry trends. Recommend and implement improvements to existing configurations based on performance data, business needs, and technological advancements.
7. Documentation & Compliance: Document all configurations, system changes, and deployment processes to ensure compliance and maintain a clear record of system setups. Ensure adherence to security and operational standards during all configuration and integration activities.
8. Client Training & Support: Provide training and support to clients, helping them optimize their use of the NICE CXone platform and integrated systems. Offer ongoing technical assistance as needed, assisting with system adjustments and addressing client queries or issues. Demonstrate a commitment to diversity, equity, and inclusion.

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