CXone Specialist - (NiCE Certified)

About the Job

We are looking for talented candidates to join and enjoy our global success. Someone who wants to grow in this exciting industry, work on personal growth and make a difference for customers all over the world. If you are passionate, accountable, and work well in teams, you will flourish at this job. Being able to translate between business and IT is critical, making connections and thinking in processes is key for success.

Joining our team will provide you a wonderful opportunity to gain a wide and deep experience around automation in multiple platforms and technologies, combined with an understanding of business processes in large enterprise organizations.

This job is perfect for you if you want to:

• Work as an expert as CXone Specialist, analyzing, designing, and developing solutions that bring value to our customers
• Work in a friendly, digital environment independently where team members from different countries support and help each other
• Use your creative mindset with a realistic view to solve hurdles
• Utilize strong customer-facing skills with a high customer service orientation.

Responsibilities

• Design and implement NiCE CXone software solutions.
• Provide technical support and guidance to end-users on implementation of NiCE CXone/contact center software solutions.
• Analyze business requirements and develop customized solutions based on business requirements.
• Test and troubleshoot NiCE CXone software solutions to ensure they are functioning correctly.
• Able to manage big Projects.
• Create a NiCE CXone studio script for voice, digital, and other services.
• Integration NiCE with CRM like Salesforce.
• Implement new services like new queues and integration with feedback management.

Key Requirements / Skills:

• Hands-on experience of 6+ years in designing and implementing Nice CXone software solutions
• Strong knowledge of NiCE CXone software, including workforce management, ACD/IVR Implementation ; Feedback Management; NiCE CXone Autopilot Implementation and NiCE Interaction Analytics.
• Excellent analytical and problem-solving skills.
• Expert on NiCE inContact administrator, Studio, WFM, Digital, WFO.
• Good experience in contact center & IP telephony topology.
• Expertise in IVR/ACD, Telephony, and Networking
• Communication skills with English at a high level as the working language
• Strong networking and Interpersonal skills
• Strong in AI technology
• Strong in programming & software development.
• Ability to work independently and in a team environment.
• Strong project management skills.

Certifications Required:

• CXone Mpower - ACD/IVR Implementation - NCIE Certification
• CXone Mpower - Personal Connection with ProActive XS Implementation
• CXone Mpower - Digital Experience Implementation - NCIE Certification
• CXone Mpower - Copilot Implementation - NCIE Certification
• CXone Mpower - Autopilot Implementation - NCIE Certification

About PAteam

PAteam (www.pateam.co) exists to make work smoother for the people who deliver customer service every day by removing friction, reducing noise, and helping teams do their best work. From advisory to implementation, we build practical solutions and enable client teams to adopt, run, and improve them.

In practice, that includes contact center solutions (CCaaS), intelligent automation (RPA), and applied AI to streamline customer service and operational processes, improve agent experience, and reduce avoidable work.

We work with organisations across the US, UK, and Europe, partnering closely with stakeholders in operations, IT, and customer service to deliver measurable outcomes without unnecessary complexity.

Why Work For PA Team

• Work with Global Teams and Leading Subject Matter Expertise in Automation
• Be Your Own Boss- Driving self-ownership by flexible work hours (no shift policy) and fully remote positions!
• Manage Self Growth with Transparency with our Growth Plans
• Be part of our Global Team Culture and Futuristic HR Policies
• Adapt to a Solutions Mindset