Position: Test NICE InContact solutions QA

Location: Fort Mill, SC

Job Mode: Contract

Job Description:

Core Responsibilities

Test NICE InContact solutions including IVR ACD Campaigns Teams and Routing strategies
Test the automated call center workflows including writing call flows prompts and scripts
Ensure adherence to SDLC processes for all testing and deployment activities
Integration Automation
Test APIs middleware and ETL jobs for system integrations
Test System Health Performance

Technical Expertise Required

Cloud Infrastructure
Amazon Web Services AWS Strong experience including exposure to Generative LLM technologies
Networking concepts and protocols such as WebRTC for voice and video
Contact Center Technologies
NICE InContact platform IVR ACD Skills Campaigns and Workforce Management
Nexidia Speech Analytics Implementation and optimization
Workforce Management WFM Scheduling forecasting and intraday adjustments
Quality Management Familiarity with tools like Quality Central
AI NLU
Natural Language Understanding NLU Specifically Ophelia
Conversational AI and ASR tuning for improved customer experience
CRM Omnichannel
Integration with Salesforce and Dynamics
Development of Click to Call and Chat channels ensuring omnichannel experience

Test NICE InContact solutions QA

Key skills