NICE inContact Admin

4 days ago

Bengaluru, Karnataka, India Enphase Energy Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.

Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future

Must be available to work on-site at our Bangalore office 5 days per week.

What will you do:

  • Manage NICE infrastructure and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions with an emphasis on NICE CXone Studio Scripting.
  • Oversee the design, planning, implementation and maintenance of the company's NICE infrastructure and architecture.
  • Secure NICE system by establishing and enforcing policies; defining and monitoring access in conjunction with the WFM Team and Call Center Leaders.
  • Report NICE operational status by gathering, prioritizing information, and managing projects.
  • Establish and meet short- and long-term department goals in accordance with overall company objectives and divisional strategic planning.
  • Work with business leaders and subject matter experts to use technology to improve business processes, promote the strategic use of network technology, and enable workforce utilization and efficiency.
  • Develop timelines, work estimates, cost projections, and manage projects to approved guidelines; review and consult on design and technical approach of projects to ensure consistency.
  • Provide analytical and programming support and planning for Network projects, initiatives, and systems.
  • Interface with IT and Nice consultants for technical implementations and troubleshooting
  • Provide guidance to key users in Enphase's global call centers to enable operational excellence in other countries

What will you bring:

  • 3+ years of experience supporting telecom solutions.
  • Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant)
  • Must be available to work on-site at our Bangalore office 5 days per week.
  • Experience in Contact Center Dashboard Creation
  • Experience in one or more of the following software languages: C#, C++, Java, JavaScript, Scala, Python, API, OKTA (preferred)
  • Strong knowledge of Microsoft Office Suite (Teams, Excel, Word)
  • Experience with Salesforce is a plus.
  • Role will require the candidate to work in US time zone (9pm IST to 6am IST) and on weekends as needed
  • Role requires candidate to work all 5 days from Enphase office premises

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