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Service - Nice CX One- Analyst -Consultant- Manager

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Experience: 3-18 Years
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Pan-India

Capabilities

  • You should have a minimum of 3 years of in-depth Functional and technical experience in delivering Voice and Non-Voice solutions ex. (SMS, Email, Chat, web, etc.) applications solutions using application development tools
  • Experience in implementing at least 1 NICE inContact / CXone project a must (which involves integration with CRM as well as Agent screen pop) and functional, technical detailed design and overall application experience on building multichannel self-service/IVR and DFO
  • Experience in CC Cloud administration and system management: Experience in preparing contact center application architecture & design, experience in leveraging CC products to automate customer service processes, experience in integrating web apps with AI for Natural Language processing including Bot, AI, RPA

Qualifications

6+ Years after MBA/ B.Tech

Skills

Nice Incontact, Contact center, Integration with CRM

Your Team

As a leading global professional services company, you are invited to join a vibrant team and explore a diverse range of opportunities in strategy, consulting, digital, technology, and operations. You will be a part of a collaborative environment that combines unmatched experience and specialized skills across 40+ industries. This leading enterprise, at the intersection of business and technology, is dedicated to helping clients enhance performance and create sustainable value for stakeholders.

Your Job

  • You will be responsible for using the understanding of the contact center framework- Work in high-paced and complex projects along with understanding industry-specific customer service processes, operations and functional needs of the project
  • Deploy customer service concepts and contact center skills: Manage stakeholder expectations and engage in resolving issues and risks for the success of the project
  • Design and deliver customer interaction solutions across: Apply across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)
  • Apply leading-edge expertise in implementing omni-channel/multichannel applications: Experience across IVR, Callback, Web, Email, Chat, SMS, Social Media etc. contact center applications using dev tools e.g., Designer
  • Maximize understanding of CC Framework: Deep dive into integration with internal and external components, API integrations, and understanding of Java and Webservices
  • Use a deep knowledge of multiple self-service and speech recognition vendors’ offerings: Knowledge of both real-time and historical reporting and analytics, managing routing rules, conversational & contextual services, back-office workload distribution, and agent desktop applications