NICE CXone Voice Builder

RESPONSIBILITIES:
Kforce has a client in Fitchburg, WI that is looking for a NICE CXone Voice Builder to provide hands-on support for a client project. This is a part-time consulting engagement of approximately 10 hours per week and is ideal for someone who has direct experience building and configuring voice solutions within the NICE CXone platform.

Responsibilities:
* Build and configure voice and call flows within NICE Cxone
* Develop and modify IVR experiences, routing logic, menus, prompts, and related voice workflows
* Translate business and operational requirements into functional voice configurations
* Configure call routing and escalation paths based on defined requirements
* Test voice experiences and troubleshoot call-flow, routing, and configuration issues
* Identify gaps or technical constraints and recommend practical solutions
* Make updates and refinements based on testing results and stakeholder feedback
* Support integrations and dependencies that affect voice workflows, as appropriate to the project
* Document configurations, logic, changes, and technical decisions
* Collaborate with project stakeholders to ensure voice experiences work as intended and meet business requirements
* Proactively communicate progress, blockers, risks, and questions
* Work with client project team to communicate any fundamental changes or nuances that would impact the COE project

REQUIREMENTS:
* Hands-on experience building voice solutions in NICE CXone (CX1)
* Experience developing and configuring IVRs, call flows, routing, prompts, and related voice functionality
* Working knowledge of CXone Studio and the tools used to build and maintain voice experiences
* Ability to understand business requirements and translate them into functional configurations
* Strong testing, troubleshooting, and problem-solving skills
* Ability to work independently and take ownership of assigned builds and deliverables
* Clear communication and documentation skills
* Comfortable collaborating with both technical and non-technical stakeholders
* Experience supporting contact center technology within healthcare, healthcare services, or another complex or regulated environment is a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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