CX Configuration Specialist - Nice/Incontact - remote in US

Job Description

JOB TITLE: CX Configuration Specialist

MUST HAVE SKILLS (Most Important):
Bachelor or Master of Science in Computer Science or Software Engineering
Expertise in NICE / InContact contact center services.
Experience in software architecture and design patterns
Experience in common programming languages such as Javascript/Node, Python, Java.
Ability to interpret and analyze business requirements, identify risks and design appropriate solutions.
Strong client interaction skills and ability to interface with Telecommunication's technical staff regarding all phases of project implementation, including hardware/software installation, development, and systems integration testing phases
. Ability to self-manage in a fast-paced environment.
Strong oral/written communications skills to both technical and non-technical audiences. Ability to work with a team of technical resources.
Ability to assess capabilities and limitations of architectures and recommend alternative solutions.
Five or more years of integration consultant or configuration experience in the Contact Center Services area
. Five or more years of configuration specialist in NICE / InContact technologies
. Excellent client relationship management, negotiation, and conflict resolution skills.
Excellent written and verbal communication skills.
Strong project governance skills
. Proven ability in call flow / scripting of complex call center environments.
Understand customer requirements and be able to document those requirements via call flow diagrams and content for the Functional Specification Document (FSD)
Be capable of presenting/reviewing the FSD with the customer.
Know User Hub or Central Administration tools for VCC - for contact center object configuration (users, skills, teams, dispositions, points of contacts, workflow data, hours of operation, etc)
Quality Management, Personal Connection, and WFM would be a plus
Studio Scripting for contact flows (voice (inbound/outbound), email, chat, SMS)
API integrations for backend systems would be a plus
Experience with system testing or quality assurance testing.
Experience with troubleshooting contact center issues, call routing, traces, integrations, etc
Capable of training customers on the VCC Administration tools, Agent MAX, Supervisor Desktop, Dashboards
Any NICE inContact CXOne Certifications would be a bonus - NICE CXOne CIP Core Plus, CIP QM, CIP PC
Ability to perform with a strong sense of urgency in a fast-paced, demanding environment.
Experience using G Suite, Microsoft applications, web conferencing and collaboration tools (aka Webex, Slack).
Fluent Spanish speaking, reading and writing

: Eight or more years of project management experience in the Contact Center Services area.
Five or more years of Genesys, Cisco and IVR technologies experience (CPE).
Expertise in: Genesys, Cisco, AWS, Avaya, Aspect, NICE, IVR technologies (CPE)
. Enhanced Unified Communications or telecommunications knowledge.
Experience coordinating management of technical, security, and network architecture frameworks.
Capability to effectively communicate with all project stakeholders
. Experience with Workforce Management
Certification and experience with NICE / inContact Personal Connections or Quality Management
Project Management experience
Genesys or other technology certification.
Experience with Clarity, SAP, and/or Smartsheet

JOB DUTIES: As a Telecommunication Contact Center Services (CCS) Customer Experience (CX) Configuration Specialist, you ll be working within our Telecommunication Consulting Services practice as a customer-facing resource to manage enterprise-wide Contact Center solutions for customers from many verticals. The Consulting Services team implements and maintains both Telecommunication hosted and CPE solutions which contribute millions in Telecommunication revenue. The custom IVR and voice solutions are critical to our customers so our focus is to consult with both quality and a sense of urgency in mind. You will be led by a program management and project management team which follows the Telecommunication Professional Services Project Methodology which uses a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling Telecommunication PS activities. The CX Configuration Specialist provides application engineering professional services, specifically in the contact center domain. In this role, you must be able to meet with clients, perform design sessions, synthesize business requirements, transfer gathered requirements to an enterprise design leveraging best practices, perform all aspects of the configuration of call flows and scripting, perform a testing lifecycle (i.e., unit testing, system integration testing, quality assurance testing, and user testing), and work with customer to rollout final solution into production.

EDUCATION/CERTIFICATIONS: Bachelor or Master of Science in Computer Science or Software Engineering Certified Implementation Partner Certifications from NICE inContact strongly desired LOGISTICS: Shift: standard 8-5