Consultant - Contact Center

GroHR•Coppell, TX

8d•$65,000 - $90,000

About The Position

Gro HR is partnering with a client to hire a Contact Center Consultant to support and improve enterprise contact center solutions used by both corporate and government organizations. Position Overview The Contact Center Consultant is responsible for maintaining, supporting, and improving enterprise contact center platforms. This role focuses on implementation, system support, troubleshooting, and enhancements for modern cloud-based contact center solutions. You will follow established processes to manage daily system maintenance, assist with new feature implementation, and respond to customer-reported issues through troubleshooting and escalation when needed. This position works with the NICE CXOne Contact Center Suite , including AI-driven solutions, self-service IVR systems, voice and digital channels, routing, analytics, reporting, and call recording tools.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent technical experience
2+ years supporting contact center technology platforms (Genesys, NICE, Cisco, Avaya, or similar)
Experience with NICE CXOne and/or Cognigy strongly preferred
Strong problem-solving and communication skills
Ability to work within established technical processes and documentation
Must be able to pass a background check

Nice To Haves

Experience with NICE CXOne and/or Cognigy strongly preferred

Responsibilities

Support and maintain enterprise contact center platforms
Configure and manage call routing and call flows
Assist with implementation and updates within NICE CXOne
Develop dialog flows and scripts for automated customer interactions
Support AI self-service solutions and chatbot deployments
Monitor and troubleshoot system performance and user issues
Work with cross-functional teams to improve contact center performance and customer experience