Overview
Remote
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12 Month(s)
No Travel Required
Skills
Salesforce
NICE CXone
IVR Systems
CRM
lightning
Job Details
1. CCaaS Platform Configuration & Design
Design, configure, and optimize contact center solutions on the NICE CXone platform to meet business needs.
Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools on NICE CXone.
Customize platform features for improved efficiency, customer satisfaction, and operational effectiveness.
Leverage AI-based routing, real-time analytics, and automation features to enhance agent performance and customer experience.
Utilize NICE CXone APIs and integration frameworks to build automated workflows and data exchanges with external systems.
2. Migration & Integration Support
Lead and support the migration process from existing Cisco platforms to NICE CXone, ensuring minimal disruption and a seamless transition.
Work with cross-functional teams to integrate NICE CXone with Salesforce CRM, ensuring data synchronization, customer case management, and enhanced reporting capabilities.
Collaborate on API-based integrations between NICE CXone and enterprise systems (CRM, ERP, WFM, or analytics platforms) to improve automation and data visibility.
3. Call Flow Optimization
Design and build ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) call flows on the NICE CXone platform to improve routing efficiency and customer experience.
Continuously optimize existing call flows for improved performance, reduced wait times, and better overall customer service.
Implement AI-assisted virtual agents, sentiment analysis, and intelligent call routing to deliver smarter and more adaptive customer journeys.
Automate repetitive routing logic and reporting tasks through scripting and API-triggered workflows.
4. Technical Support & Troubleshooting
Provide technical support for the NICE CXone platform, addressing issues related to system configurations, integrations, and call flow designs.
Troubleshoot and resolve technical issues in real-time, collaborating with internal teams and vendors as needed.
Utilize system diagnostics, API logs, and AI-driven monitoring tools to proactively identify and remediate configuration or performance issues.
Design, configure, and optimize contact center solutions on the NICE CXone platform to meet business needs.
Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools on NICE CXone.
Customize platform features for improved efficiency, customer satisfaction, and operational effectiveness.
Leverage AI-based routing, real-time analytics, and automation features to enhance agent performance and customer experience.
Utilize NICE CXone APIs and integration frameworks to build automated workflows and data exchanges with external systems.
2. Migration & Integration Support
Lead and support the migration process from existing Cisco platforms to NICE CXone, ensuring minimal disruption and a seamless transition.
Work with cross-functional teams to integrate NICE CXone with Salesforce CRM, ensuring data synchronization, customer case management, and enhanced reporting capabilities.
Collaborate on API-based integrations between NICE CXone and enterprise systems (CRM, ERP, WFM, or analytics platforms) to improve automation and data visibility.
3. Call Flow Optimization
Design and build ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) call flows on the NICE CXone platform to improve routing efficiency and customer experience.
Continuously optimize existing call flows for improved performance, reduced wait times, and better overall customer service.
Implement AI-assisted virtual agents, sentiment analysis, and intelligent call routing to deliver smarter and more adaptive customer journeys.
Automate repetitive routing logic and reporting tasks through scripting and API-triggered workflows.
4. Technical Support & Troubleshooting
Provide technical support for the NICE CXone platform, addressing issues related to system configurations, integrations, and call flow designs.
Troubleshoot and resolve technical issues in real-time, collaborating with internal teams and vendors as needed.
Utilize system diagnostics, API logs, and AI-driven monitoring tools to proactively identify and remediate configuration or performance issues.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.