Contact Center Technology Specialist, NICE CXone

Responsibilities

• Configure and maintain NICE CXone capabilities including IVR, ACD, routing strategies, digital channels, workforce optimization, quality management, and reporting.
• Implement and maintain CXone Studio scripts, workflows, automation, and AI-driven customer engagement capabilities.
• Manage platform releases, upgrades, testing, and production deployments.
• Create technical designs, process flows, integration diagrams, and solution documentation.
• Evaluate platform capabilities and recommend technical solutions that improve operational efficiency and client experience.
• Collaborate with development teams to define technical requirements and integration patterns.
• Monitor platform health, system performance, reliability, and usage metrics.
• Identify opportunities for automation and process improvement.
• Support incident resolution and root cause analysis for client experience applications.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• 3 or more years’ experience as a Contact Center Technology Specialist, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
• 3 or more years’ experience in NICE CXone and UC environments.
• 3 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C#), and testing of real time systems.
• Contact Center as a Service (CCaaS) software management and domain experience.
• Experience with enterprise-level CCaaS architecture for complex business needs.
• Existing knowledge and/or industry certifications for NICE CXone and process automation technologies.
• NICE CXone and CXone Studio Experience.
• Experience configuring routing, IVR, digital channels, reporting, and workforce optimization tools.
• Experience designing and supporting API integrations and web services.
• Experience troubleshooting complex production systems.
• Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
• Proficiency in Microsoft Office products i.e., Outlook, Word, Excel, PowerPoint and Visio.
• Strong technical, analytical, and problem-solving skills.
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
• Able to establish and maintain strong working relationships with key internal associates and partners.
• Experience designing and supporting system integrations using APIs and web services.
• Experience translating business requirements into technical solution designs and specifications.
• Self-motivated, attention to detail and excellent decision-making skills.