Job Description
• Nice Studio Scripting, integrating into custom CRM, develop documentation.
• Create, maintain, and update CXone IVR scripts/code using CXone Studio and Snippets.
• Support the integration of CXone technology including screen-pops and omnichannel routing of voice, email and chat via web services.
• Vast understanding of Contact Center Operations including inbound voice (tollfree networks/SIP/IVR/ACD), digital channels including email/chat/SMS/social/AI, reporting, workforce management, contact center reporting, and analytics, leveraging APIs and integrations across the enterprise.
• This position will focus on the development of CXone to include configuring agents, skills, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platform.
• This position serves in a lead implementation role, assisting and mentoring other implementation personnel.
• Works with business customers, analysts, and team members to understand requirements.
• Experience with integration requirements and building integration services (API, URL calls, etc.).
• Trouble-shooting problems during the configuration or go-live stages of implementation.
• Implementation of NICE CXone advanced services (i.e., Personal Connection, Expert, Chat, Attendant, etc.).
• Administration & implementation tasks associated with implementing and maintaining our NICE CXone solution.
• Create, maintain, and update the CXone applications used for call and screen recordings including Central, QM, WFM, Reporting, and Speech Analytics.
• Analyzes, diagnoses, and resolves application problems related to NICE CXone contact center technology.
• Where necessary, work with the CXone team for follow-up and prompt resolution
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• At least five years supporting NICE CXone or NICE InContact.
• Ability to manage projects independently with limited supervision.
• Bachelor’s degree or equivalent in experience.
• General knowledge of Microsoft Office product suite.
• Excellent interpersonal and communication skills (verbal & written).
Nice to Have Skills & Experience
• Experience with Alvaria (Aspect) WFM a plus.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.