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.
You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite. 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, NEVA, 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.
