100% Remote CCaaS (NICE & IVR) Techno-Functional Lead

DMS Vision•Frisco, TX

6h•Remote

About The Position

Seeking a techno-functional lead with experience in NICE inContact and IVR systems to support enhancements and integrations in a customer engagement environment. The role combines business process understanding with technical capabilities, supporting system improvements and deployment. The lead will work with business stakeholders and NICE teams to understand enhancement requests and translate them into technical requirements, and will collaborate cross-functionally on deployment and implementation of new features. The environment uses NICE inContact for contact center operations and an Omelia IVR implemented in 2023. The IVR is integrated with a mainframe billing system and ACD/CRM components connected to the agent desktop. The role calls for understanding IVR scripting and supporting or guiding development, as well as familiarity with NICE configuration and integration processes. The position involves configuring and managing NICE solutions, including NICE inContact and Workforce Management systems; integrating NICE with CRM and ACD tools; monitoring system health and performance; reporting on performance metrics; designing, developing, and maintaining IVR scripts; troubleshooting IVR issues; and improving IVR flows based on customer feedback, performance analysis, and business needs. The lead will also help ensure IVR integration with back-end systems, work with IT, customer service, and operations teams, provide technical support and training, and stay current with relevant industry trends and technologies. Project management experience is an additional advantage.

Requirements

At least 5 years of experience with NICE customer engagement solutions, including NICE inContact and NICE WFM, and IVR system administration.
Utility industry experience working with utility companies to improve IVR containment.
Strong understanding of call center operations, customer interaction technologies, and telephony systems.
Proficiency with IVR scripting languages and tools; examples listed include Genesys, Avaya, and Cisco.
Ability to capture and document business requirements and understand IVR scripting and system capabilities.
Familiarity with NICE platform configuration and integration processes.
Strong troubleshooting and problem-solving skills.
Strong communication and interpersonal skills, including the ability to work cross-functionally and collaboratively.

Nice To Haves

Project management experience.
Certification in NICE products or IVR technologies.
Experience with cloud-based customer engagement platforms.
Knowledge of speech analytics, chatbots, and AI-driven customer service technologies.
Familiarity with CRM systems such as Salesforce or Zendesk and their integration with NICE and IVR solutions.
Data analytics and reporting skills to analyze system performance and make data-driven decisions.

Responsibilities

Collaborate with business stakeholders and NICE teams to understand enhancement requests and translate them into actionable technical requirements.
Support deployment and implementation of new features across teams.
Configure and manage NICE solutions, including NICE inContact and Workforce Management systems.
Integrate NICE with business tools such as CRM and ACD systems.
Monitor system health and performance, identifying and addressing issues proactively.
Generate and analyze reports to track performance metrics and recommend improvements.
Design, develop, and maintain IVR scripts to optimize customer interactions.
Troubleshoot and resolve IVR issues to minimize service disruption.
Continuously improve IVR flows based on customer feedback, performance analysis, and business needs.
Ensure IVR integration with back-end systems, such as CRM systems and databases.
Work with IT, customer service, and operations teams to align NICE and IVR systems with business objectives.
Provide technical support and training to internal teams on system functionality and optimization.
Stay updated on industry trends and technologies to improve customer experience and operational processes.