Responsibilities
This is a technical SME role working with cross-functional teams and business teams to support and implement complex contact center solutions.
Confident in a client-facing role and possess the ability to manage multiple stakeholders.
Coordinate and perform release planning, development, testing, and releases on multiple IVR enhancements.
Manage NICE BU and provide Subject Matter Expertise (SME) input into solution design, and optimisation for network solutions.
Works with the Architecture team to design, develop, and deploy APIs.
Understand business requirements with the ability to translate into technical requirements.
Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
Review support tickets with leadership and oversee any support questions from other team members who might be working on one of those tickets.
Skills Needed
5+ years of Contact Center operations and/or engineering experience.
Solid knowledge of Nice CXOne Studio, IP telephony and intelligent interaction routing.
Working knowledge of Nice CXOne integrations with CRM environments i.e Salesforce etc.
Experience in enterprise content management.
Evaluating, improving, and maintaining user experience.
Excellent organisational, verbal and written communication skills.
Experience diagnosing and resolving errors in complex reports.
Ability to work well independently or on a team.