Consultant, Nice InContact

2 weeks ago

Kolkata, India Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
 
Inviting applications for the role of Consultant Nice InContact 
In this role, you will be responsible for supporting existing business unit accounts on CXOne and work with new implementations. This involves maintaining and monitoring current system, design and support several call flows for multiple clients, support business needs to service inbound and outbound agent and multi-channel integration.

Responsibilities
• Perform routine maintenance and monitor performance, capacity, and availability of the voice infrastructure.
• Help design and implement short and long-term strategic plans to ensure the voice solutions meet existing and future requirements.
• Design and implement new Nice InContact Call flow using InContact Studio application. Create skills and point of contacts as needed per client.
• Troubleshoot, trace and identify any issues on CXOne scripts.
• Act as point of escalation with recurring telecommunications issues which includes root cause and remediation.
• Serve as a cross-platform technical subject matter expert to facilitate the integration of voice systems with business applications and to optimize the use of carrier services while maintaining appropriate security.
Qualifications we seek in you
Minimum Qualifications / Skills
• B.Tech/B.E/ MCA
• Excellent written and verbal communication skills

Preferred Qualifications/ Skills
• Expert on CXOne Nice InContact and related components
• Able to work on Nice InContact Studio setup and designs. Can start new scripts on inbound, Outbound preview and predictive campaigns.
• Experience with InContact Omnichannel, DFO, chat, and email.
• Full understanding of SIP protocols and design criteria
• Very familiar with inbound/outbound operations.

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