Leadership Contact Center Specialist

2 days ago

Delhi, Delhi, India beBeeContactCenter Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Overview:

The NICE CXone Lead will be responsible for overseeing the design, configuration, and deployment of NICE CXone solutions.

This role requires expertise in NICE CXone platform setup, call flow design, and integrations, along with leadership skills to manage client engagements and mentor teams.

Key Responsibilities:

  • Lead NICE CXone implementations including configuration, call flow scripting, IVR/ACD setup, and omni-channel enablement.
  • Conduct system testing, performance tuning, and validation to ensure solution stability.
  • Work with clients to translate business requirements into NICE CXone workflows and functional configurations.
  • Provide technical leadership and guidance to junior engineers and implementation teams.
  • Review configurations, call flows, and integrations to ensure best practices are followed.
  • Integrate NICE CXone with CRMs, ticketing systems, and external applications using APIs.
  • Customize call flows, IVR prompts, and routing strategies to align with business processes.
  • Develop reporting and analytics dashboards to provide actionable insights.

Requirements & Qualifications:

  • Bachelor's degree in Computer Science, Engineering, or related field.
  • At least 3+ years of experience in Contact Center technologies with NICE CXone delivery/leadership.
  • Hands-on expertise in NICE CXone modules (ACD, IVR, Studio, QM, WFM, Digital Channels).
  • Experience in call flow design and troubleshooting, SIP/VoIP protocols, and PBX/UC integrations.
  • Familiarity with scripting (VB Script, Python, Java) for automations and reporting.

Certifications & Traits:

  • NICE CXone Professional/Lead Implementer certification.
  • Strong communication, problem-solving, and client-handling skills.
  • Proven ability to manage project delivery teams, timelines, and escalations.

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