Job Description
- Job Description:
- Guide customers on best practices for utilizing existing CXone infrastructure and optimization roadmap.
- Audit existing IVR, ACD, and omnichannel workflows in CXone Studio to identify inefficiencies.
- Provide technical recommendations on stabilizing legacy NiceInContact implementations or preparing them for modernization.
- Assess and advise on data flow integrations between CXone and external CRMs using REST APIs.
- Review routing logs and configuration settings to troubleshoot high-level performance issues.
- Requirements:
- 5+ years of deep experience with NICE CXone (formerly NiceInContact).
- Expert-level proficiency in CXone Studio.
- Strong understanding of REST APIs, JSON, and XML for troubleshooting and advising on CRM integrations.
- Familiarity with the new CXone Mpower architecture or Enlighten AI is a plus, particularly regarding the transition from rules-based to AI-driven routing.
- Understanding of data flows related to Workforce Management and Quality Management.
- Capable of translating complex business requirements into clear technical logic for the client's internal team.
- Able to look at a broken process or routing log and quickly identify the root cause without trial-and-error.
- Benefits:
- Top-of-Market Compensation: High base salary benchmarked against industry standards, plus annual performance-based bonuses.
- Annual Summit: A fully-funded, company-wide Out of Country retreat to celebrate our wins.
- Hardware & Gear: We provide the latest tech (MacBook Pro or equivalent) and other equipment to ensure your workspace is ergonomic and productive.
- Professional Development Budget: We provide an annual budget for courses, certifications, books, and conferences. We want you to stay sharp.
- Permanent Remote: Work from home or anywhere you are most productive.
- Time Off & Wellness: Generous paid leave policy, full medical coverage (HMO), and mental health support for you and your dependents.
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