Top Skills' Details 5+ years Nice CXone Scripting experience
5+ years business call center requirements gathering
3+ years’ experience with integrating applications into Nice CXone
3+ years’ experience supporting call center reporting on Nice CXone
Location Preferences: Illinois, Arizona, New York
Description
Our client is looking for a Contact Center Engineer to help support their migration from their on-prem Contact center platform to cloud based. They are currently on Avaya and are migrating over to RingCentral CXone. The ideal candidate will have in-depth knowledge of the RingCentral CXone platform and been apart of a previous call center migration.
In This Role, The Engineer Will
- Participate as a member of a CCaaS team supporting business needs
- Represent the Telecomm Team to business stakeholders
- Receive and confirm CCaaS needs and expectations in writing
- Translate needs and expectations into action plans, including cost estimates and timelines
- Execute needs via Nice Administration (scripting) and vendor engagement
- Work with third party vendors on aligning needs and defining integration needs
- Maintain all required documentation
- Participate in after hours work as needed (on call rotation, project needs)
- Act as a backup to peers
- Other duties as assigned
- Instill Best Practices Design and Implementation
- Support migration from Avaya to NICE CXone (Ring Central white label)
- CXone Telephony POC (Point of Contact) Configuration changes
teach resources how to do
- CXone ACD Configuration changes
teach resources how to do
Create and Edit Campaigns
- CXone Studio IVR Scripting development and changes
teach resources how to do
- Build CXone Dashboards / Reports
Out of the box (OOB) reporting
how to customize
build and teach report creation
Build Forms
Enable Automation and Scheduling of QM Forms
Provide QM Level Dashboard/Reports
Build/Adjust WFM Forecasts
Build/Adjust Schedules
export data from Pipkins WFM
load data
create forecasts
teach resources how to do
likely a Phase 2 effort
- CXone Interaction Analytics
Help configure/adjust Dashboards and Settings
- Integration Support - EPMS, Balto, SNOW, RevSpring - Payment IVR
assist in getting data passed back and forth between CCAAS and our internal CRM/P3/Data Lake
Skills
Telephony, Voip, Cloud, Ivr, Scripting, Migration, Ring Central, avaya
Top Skills Details
Telephony,Voip,Cloud,Ivr,Scripting,Migration,Ring Central,avaya
Additional Skills & Qualifications
They would ask that these candidates, if not local, be open to coming to their corporate office a few times for design sessions.
Experience Level
Entry Level
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.