This is Srikanth from Reliable Software. We currently have an opportunity with one of our direct clients and would like to share the details with you. Please review the information below and let me know if you are interested. If you would like to be considered, kindly share your updated resume at
Job Title: NICE CXone SME
Location: Remote
Key Responsibilities:
- Serve as the primary Subject Matter Expert for the NICE CXone platform across contact center operations.
- Design, configure, and implement NICE CXone solutions including ACD, IVR, call routing, and workforce optimization features.
- Work with business stakeholders to gather requirements and translate them into CXone technical solutions.
- Optimize contact center workflows, routing strategies, and agent performance through CXone capabilities.
- Support integrations between NICE CXone and enterprise systems such as CRM, ticketing platforms, and analytics tools.
- Monitor system performance, troubleshoot issues, and ensure high availability of CXone services.
- Develop reports and dashboards to provide insights into contact center metrics, KPIs, and customer experience trends.
- Provide guidance, best practices, and technical leadership to internal teams on CXone configuration and enhancements.
- Participate in upgrades, new feature implementations, and continuous improvement initiatives for the contact center platform.
- Create and maintain documentation related to system configuration, workflows, and operational procedures.
Required Skills:
- Strong expertise with the NICE CXone cloud contact center platform.
- Experience configuring ACD, IVR flows, routing strategies, and call center workflows.
- Knowledge of workforce optimization tools within CXone (WFM, Quality Management, Analytics).
- Experience integrating CXone with CRM platforms and other enterprise systems.
- Strong understanding of contact center operations, customer engagement strategies, and performance metrics.
- Ability to troubleshoot technical issues and optimize system performance.
- Experience working in Agile or cross-functional environments.
- Excellent communication and stakeholder management skills
Educational Qualifications:
- Required - Bachelor’s degree in Computer Science, Information Technology, Computer Engineering or closely related or equivalent.
- Preferred - Master’s degree in Management Information Systems (MIS), Computer Science, Big Data or Analytics or equivalent.
Travel:
· Open to travel based up on the nature of the engagement.
Thanks & Regards
Srikanth Donkani
Sr. Talent Acquisition Specialist
(w):
(E):
2260 Haggerty Road, Suite 285 Northville, MI 48167
Equal Employment Opportunity
Reliable Software employment does not discriminate on the basis of race, religion, gender, sexual orientation, age or any other basis as covered by federal, state, or local law.
Employment decisions are based solely on qualifications, merit and business needs.
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