Job Description
Job Description
Job Title: NICE InContact Center
Working Model: 100% - Remote
Site: Ashburn-VA-USA
Contract: 12+ months contract.
CXone/inContact experience/certifications are required
CX Configuration Specialist
Pay Range: $60-$65/hr
JOB TITLE:
MUST HAVE SKILLS (Most Important):
- Bachelor or Master of Science in Computer Science or Software Engineering
- Expertise in NICE / InContact contact center services.
- Experience in software architecture and design patterns
- Experience in common programming languages such as Javascript/Node, Python, Java.
- Ability to interpret and analyze business requirements, identify risks and design appropriate solutions.
- Strong client interaction skills and ability to interface with Telecom's technical staff regarding all phases of project implementation, including hardware/software installation, development, and systems integration testing phases.
- Ability to self-manage in a fast-paced environment.
- Strong oral/written communications skills to both technical and non-technical audiences.
- Ability to work with a team of technical resources.
- Ability to assess capabilities and limitations of architectures and recommend alternative solutions.
- Five or more years of integration consultant or configuration experience in the Contact Center Services area.
- Five or more years of configuration specialist in NICE / InContact technologies.
- Excellent client relationship management, negotiation, and conflict resolution skills.
- Excellent written and verbal communication skills.
- Strong project governance skills.
- Proven ability in call flow / scripting of complex call center environments.
- Understand customer requirements and be able to document those requirements via call flow diagrams and content for the Functional Specification Document (FSD)
- Be capable of presenting/reviewing the FSD with the customer.
- Know User Hub or Central Administration tools for - for contact center object configuration (users, skills, teams, dispositions, points of contacts, workflow data, hours of operation, etc)
- Quality Management, Personal Connection, and WFM would be a plus
- Studio Scripting for contact flows (voice (inbound/outbound), email, chat, SMS)
- API integrations for backend systems would be a plus
- Experience with system testing or quality assurance testing.
- Experience with troubleshooting contact center issues, call routing, traces, integrations, etc
- Capable of training customers on the Administration tools, Agent MAX, Supervisor Desktop, Dashboards
- Any NICE inContact CXOne Certifications would be a bonus - NICE CXOne CIP Core Plus, CIP QM, CIP PC
- Ability to perform with a strong sense of urgency in a fast-paced, demanding environment.
- Experience using G Suite, MS applications, web conferencing and collaboration tools (aka Webex, Slack).
- Fluent Spanish speaking, reading and writing
Company Description
Collabera is a Global Digital Solutions Company providing Software Engineering Solutions for the world's most tech-forward organizations in the areas of Engineering, Cloud and Data/AI. With its roots serving the engineering needs of the world's most recognized businesses in Technology, Financial Services, Telecom and Healthcare, Collabera today operates across 60 locations in 11 countries, serves 30% of the Fortune 500, and has exceeded the industry growth rate by 3-4x for several years.
Company Description
Collabera is a Global Digital Solutions Company providing Software Engineering Solutions for the world's most tech-forward organizations in the areas of Engineering, Cloud and Data/AI. With its roots serving the engineering needs of the world's most recognized businesses in Technology, Financial Services, Telecom and Healthcare, Collabera today operates across 60 locations in 11 countries, serves 30% of the Fortune 500, and has exceeded the industry growth rate by 3-4x for several years.