Nice Incontact Cxone Specialist - Remote

Req ID: 227574 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Nice inContact CXone Specialist - REMOTE to join our team in Phoenix, Arizona (US-AZ), United States (US).

Day to Day Responsibilities:

• Provide day-to-day support to the business and Subject Matter Experts (SMEs).
• Responsible for technical documentation, testing, supporting, and troubleshooting all contact center platform infrastructure and solutions.
• Provide configuration and programming to address new business requests and support ongoing needs.
• Maintain current Contact Center platform and push for new technologies/advancement in the Contact Center arena.
• Maintain expertise and currency in industry-leading contact center technologies.
• Provide production support, Analyze, build and modify call routing.
• Will prepare and produce releases of software components to meet business requirements/needs.
• Will support continuous improvements by investigating alternative technology and presenting these for consideration and review.
• Supports users and assists in troubleshooting by developing documentation and self-help tools.
• Develop alerting tools to aid in efficiently troubleshooting errors/issues.
• Manage and work with various infrastructure teams, vendors, and peers.
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects.
• Present a professional image in conduct, attitude, and attire.
• Assist with the development of standards and evaluation of technology trends.
• Manage time effectively working on one or more concurrent projects.
• Attend meetings and training as required.
• Follow established department procedures, policies, and processes.

Minimum Requirements:

• BS/MS in Computer Science or Equivalent
• 5+ years’ IT experience supporting Nice InContact CxOne
• 5+ years experience developing and modifying inContact’s Studio scripting tool

Other Desired Skills:

• Knowledge of Nice inContact CXone (ACD, IVR, Auto Dialer, OMNI)
• Channel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant)
• Experience supporting next-gen technologies and Omni channels – voice,
  chat, SMS, email, social messaging, and chatbot
• Strong understanding and experience designing complex call flows involving ACD, IVR, CTI, skills-based routing, and SFDC screen pops
• Hands-on administration of contact center security
• Hands-on experience with auto dialer scripting (agent and agentless) and
  methods – preview, progressive, predictive
• Experience with Salesforce Agent and Nice inContact’s Maxx client
  Understanding of dispositioning, tags, and ACW
• Knowledge of networking principles, including SIP, H.323, TCP/IP, VLAN’s,
  and QoS
• Working knowledge of Object-Oriented Analysis / Object-Oriented Design
  methodologies
• Hands-on experience developing procedures, functions, triggers, indexes,
  constraints, materialized views, etc.
• SQL, PLSQL, SOQL, Java, HTML knowledge
• Familiarity with project & software development life cycles
• Strong knowledge of Microsoft teams, Jira, Service Now, MS Office, Visio

INDHCLSMC

For Colorado Candidates:

In compliance with the Colorado Equal Pay Transparency Rules, NTT DATA provides a reasonable range of compensation for roles that may be hired in Colorado. For a candidate in the state of Colorado only, the starting pay range for this role is $68,200 – 125,000. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.