NICE CX Configuration Specialist

The Judge Group • Philadelphia, PA

389d • $135,200 - $145,600 • Remote

About The Position

The NICE CX Configuration Specialist is a remote role focused on managing enterprise-wide Contact Center solutions using the NICE inContact CXone platform. This position involves working directly with clients to gather business requirements, design solutions, configure call flows and scripting, and ensure successful implementation and testing of contact center services.

Requirements

• Bachelor or Master of Science in Computer Science or Software Engineering.
• NICE inContact CXone Certified Implementation Partner Certifications.
• Experience in Contact Center Services implementation and configuration.
• Expertise in NICE InContact CXone platform for contact center services.
• NICE inContact CXOne Certifications - NICE CXOne Core/QM/PC/WFM/DFO (or equivalent experience).
• Knowledge of User Hub or Central Administration tools for contact center object configuration.
• Extensive experience with NICE inContact Studio using the visual editor and script programming language for contact flows.
• Proven ability in call flow scripting of complex call center environments.
• Experience with troubleshooting contact center issues, call routing, traces, integrations, etc.
• Experience with RESTful web services and integration with APIs for CRMs and databases.
• Ability to interpret and analyze business requirements and document them via call flow diagrams and functional design specifications.
• Excellent written and verbal communication skills.
• Experience presenting and reviewing design specifications with stakeholders.
• Experience with Workforce Management and Feedback Management.
• Experience with CRM Agent Applications inside CXone Console (ServiceNow, ZenDesk, Microsoft Dynamics, MS Teams).
• Experience with AI and chatbots (Amelia, Dialogflow, etc.).

Responsibilities

• Manage enterprise-wide Contact Center solutions for customers on the NICE inContact CXone platform.
• Conduct design sessions with clients to gather and synthesize business requirements.
• Transfer gathered requirements into an enterprise design leveraging best practices.
• Configure call flows and scripting for contact center operations.
• Perform a comprehensive testing lifecycle including unit testing, system integration testing, quality assurance testing, and user testing.
• Collaborate with customers to roll out the final solution into production.

What This Job Offers

• Job Type: Full-time
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree