CCaaS Configuration Specialist - Remote

Overview

As a CCaaS Configuration Specialist (NICE CXone), you will play a pivotal role in configuring and optimizing NICE CXone solutions to meet business requirements. You will work closely with stakeholders, the architecture team, and IT staff to ensure the platform’s smooth deployment, integration, and performance.

In Short

• Design, configure, and optimize contact center solutions on the NICE CXone platform.
• Manage agent profiles, call routing strategies, IVR systems, and reporting tools.
• Lead migration from Cisco platforms to NICE CXone.
• Design ACD and IVR call flows to improve customer experience.
• Provide technical support and troubleshooting for the NICE CXone platform.
• Collaborate with business leaders and architecture teams for effective solutions.
• Stay updated with NICE CXone best practices and industry trends.
• Document configurations and ensure compliance with security standards.
• Train clients on optimizing their use of NICE CXone.
• Demonstrate a commitment to diversity and inclusion in the workplace.

Requirements

• Bachelor’s degree in business, Information Technology, or a related field.
• 3-5 years of experience as a Business Analyst in contact center solutions.
• 2-3 years of experience with NICE CXone or similar platforms.
• 1-2 years of experience in Salesforce CRM integration.
• Strong technical understanding of contact center operations.
• Familiarity with scripting, SQL, or related tools for system configurations.
• Excellent problem-solving and communication skills.

Benefits

• Work in a certified Great Place to Work environment.
• Be part of a diverse and inclusive culture.
• Opportunity to improve patient lives through innovative solutions.
• Collaborative work with cross-functional teams.
• Continuous learning and development opportunities.