NICE CXOne Implementation & Support

NICE CXOne consultant

Location: Remote role

Role Overview

We are seeking an experienced professional with strong expertise in NICE CXOne implementation and management. The candidate will be responsible for understanding the current NICE setup, accessing the NICE account, and owning technical support and ongoing operational activities. This role requires hands-on experience in managing NICE CXOne environments and ensuring seamless functionality across customer experience workflows.

Key Responsibilities

• Technical Ownership:
• Access and manage the NICE account to understand existing configurations and workflows.
• Take complete ownership of technical support and ongoing maintenance activities.
• Implementation & Management:
• Lead and manage NICE CXOne implementation projects, including configuration, integration, and optimization.
• Ensure compliance with best practices and organizational standards during deployment and upgrades.
• Support & Troubleshooting:
• Provide Level 2/3 technical support for NICE CXOne-related issues.
• Collaborate with internal teams and NICE support for timely resolution of incidents.
• Continuous Improvement:
• Monitor system performance and recommend enhancements for better efficiency.
• Stay updated on NICE CXOne features and leverage them to improve customer experience.

Required Skills & Qualifications

• Experience: 6–7 years in technical roles with at least 3–4 years dedicated to NICE CXOne implementation and management.
• Technical Expertise:
• Strong understanding of NICE CXOne architecture, modules, and integrations.
• Hands-on experience in configuration, troubleshooting, and performance optimization.
• Additional Skills:
• Familiarity with APIs, IVR flows, call routing, and reporting within NICE CXOne.

Ability to work independently and manage multiple priorities.