Overview
Remote
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 12 Month(s)
Able to Provide Sponsorship
Skills
Nice CXone
Job Details
Need NICE CXone IVR Lead Developer
remote
Long term Contract
ESSENTIAL FUNCTION
- Collaboration and partner / customer management - 45%
- Work directly with stakeholders & customers across multiple call-centers.
- Serve as a central point of contact with BPO partners for all data, reporting, and user needs.
- Troubleshoot customer issues and provide resolution options and ongoing support to solve issues in the CCaaS quickly.
- Application Program Interfaces - 15%
- Designing omni-channel call flows and integrations with back-end systems using application program interfaces (API).
- Platform Management - 30%
- Manage and develop in platforms like NICE CXone, TalkDesk as well as deep understanding of integrations with CRM tools like ServiceNow, Salesforce and Siebel.
- Support, design, build and deploy call flows, skills-based routing for voice, chat, email and SMS contact center technology.
- Create or update IVR's, call flows, and routing development.
- Data Analysis - 5%
- Demonstrated experience in analyzing call center data, KPIs, and performance metrics to derive insights, identify trends, and recommend strategies for operational improvement.
- Other duties as assigned. - 5%
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