NICE CX-One Solutions Expert

5 days ago

Amritsar, Punjab, India Miratech Full time
About the Role

Miratech is seeking a skilled NICE CX-One Engineer to join our team and contribute to the development and implementation of advanced contact center solutions. As a key member of our team, you will be responsible for working with cross-functional teams and business stakeholders to design, develop, and deploy complex solutions on the NICE CX-One platform.

Key Responsibilities
  • Release Planning and Development: Coordinate and perform release planning, development, testing, and releases on multiple agency IVR enhancements.
  • Call Flow Design and Integration: Build call flow designs, chat, and integration to backend systems using application program interfaces (API).
  • NICE BU Management and Solution Design: Manage NICE BU and provide input into solution design and optimization for network solutions.
  • Routing Design and Implementation: Provide routing design and implementation for voice, chat, email, and SMS contact center technology.
  • API Design and Development: Cooperate with the Architecture team to design, develop, and deploy APIs and consume APIs.
  • Design Document Preparation: Prepare design documents based on business requirements for the application development.
  • Technical Support and Troubleshooting: Provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise.
  • Issue Communication and Resolution: Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
Requirements
  • Experience with NICE CX-One: 3+ years of experience with Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant).
  • NICE CX-One Studio Scripting: 3+ years of professional background with NICE CXOne Studio scripting experience.
  • Genesys Cloud Experience: 1-2 years experience and knowledge with Genesys Cloud.
  • Broad Knowledge of NICE Solutions: Broad knowledge and hands-on experience with NICE InContact and/or NICE CXone solutions.
  • Cloud-Based SaaS/PaaS/IaaS Experience: Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
  • Business and Technical Requirements: Understand business requirements with the ability to translate into technical requirements.
  • Conflict Management and Communication: Conflict management and clear organizational communication.
  • Excellent Communication and Teamwork Skills: Excellent communication and teamwork skills.

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