Implementation & Support of CX One (70%):
Implementation and support of various types of contact center solutions with a focus on the Nice CXOne platform.
Work closely with business technologist and operating leads to develop new capabilities and operating models.
Responsible for technical documentation, development and troubleshooting Nice CXOne contact center platform solutions.
Comply with all standards, Service Level Agreements and Change Management policies as established by IT Management
Lead and participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company's global infrastructure.
New CX One Capability Deployment (25%)
Act as the technical internal Subject Matter Expert (SME) for the NICE InContact platform.
Work with Data Engineering team to aid with the design and develop reporting platform solutions for CXOne data.
Engage with Operations Leads, Technology and vendor project teams to deliver project objectives when new capabilities are launched.
Determine third party or customer system (customer CRM, databases, service platforms) integration requirements and build or design integration services (API, URL calls, etc.) to the platforms as part of the contact center platform development efforts.
Reviews SOWs and provides input / feedback on project scope, deliverables, assumptions, and effort estimates with regards to post implementation support and maintenance.
Drive architectural standardization and documentation for the contact center environments.
Reviews and critiques Technical Deliverables
Other Duties (5%)
Support / engagement in other initiatives as requested.
Minimum of 3 years of experience in a Technical/Service role in software, telecommunications, contact center. Demonstrated Nice product expertise with authority in senior client setting with experience as a trusted advisor on complex projects. Understanding of contact center operations and inbound and outbound configuration in CXOne especially around WFM, IVR/ACD and DFO. Integration knowledge of Nice CXOne supported systems such as Microsoft dynamics and Amelia. Agile approach and DevOps experience a plus for accelerated deployment, improve automation, and improve operational model. Communicate business needs and application architectures for technical projects. Excellent communication and collaboration skills; ability to effectively communicate across all levels is required. Excellent written/verbal skills; ability to effectively communicate is required. Experience in understanding and communicating technical concepts to a non-technical audience. Bachelor’s degree or equivalent work experience recommended. Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations. Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker. Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases. Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter. Experience working in Nice CXone Studio is a bonus. Familiarity with project & software development life cycles.