Key skills
SQLAILLMETLAnalyticsAWSAmazon Web ServicesPostmanSalesforceCRMSDLC
About this role
Title: NICE Cxone Consultant
Location: Fortmill, SC (Remote)
Position: Contract
JOB DESCRIPTION:
Design Development
- Architect design and maintain NICE InContact solutions including IVR ACD Campaigns Teams and Routing strategies
- Build and automate call center workflows including writing call flows prompts and scripts
- Ensure adherence to SDLC processes for all development and deployment activities
Integration Automation
- Develop and maintain APIs middleware and ETL jobs for system integrations
- Implement automation for user provisioning skill assignment and policy management
System Health Performance
- Monitor system health troubleshoot issues and optimize performance
- Ensure observability logging and proactive alerting for all critical components
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 ClicktoCall and Chat channels ensuring omnichannel experience
Development Skills
- Fullstack development Frontend and Backend
- Strong knowledge of SQL databases and data modeling
- Experience with Postman for API testing and validation
- Ability to build applications such as MultiFactor Authentication and Embedded Agent Workflows