NICE CX-One - TAM - job 1 of 2

As a NICE CX-One Engineer at Miratech, your primary responsibilities revolve around transforming customer interactions within the healthcare sector. You will design, develop, and maintain scripts using NICE CXone's specialized scripting language to optimize customer service processes. Collaborating with clients is key, as you'll need to customize solutions based on their specific requirements. Integration with other systems for seamless data flow is also a critical part of the role, alongside providing technical support when scripting issues arise.

To apply for the NICE CX-One Engineer position at Miratech, you should have a minimum of 5 years of experience with CXone software and the contact center industry. An understanding of all applications within the CXone portfolio and previous experience with NICE is preferred. You should also be familiar with Agile methodologies and possess excellent communication skills to thrive in a collaborative environment.

Miratech offers an impressive array of benefits for NICE CX-One Engineers, including competitive pay, a comprehensive benefits package with health insurance, a flexible 'Work From Anywhere' culture, and numerous professional development opportunities. Employees can take advantage of mentorship programs, certification courses, and a focus on internal mobility, allowing for continued growth within the company.

In the role of a NICE CX-One Engineer at Miratech, your contributions are vital to the overarching goal of transforming customer service in healthcare. By developing and customizing call center solutions, you help create a seamless omnichannel experience that enhances interactions between consumers and agents. Your expertise in automation and process optimization positions Miratech as a leader in innovative health insurance solutions.

The company culture at Miratech is one of Relentless Performance, where collaboration and innovation are highly valued. As a NICE CX-One Engineer, you will be part of a diverse and inclusive team that promotes open communication and regular team-building activities. Miratech is committed to social sustainability values and provides a welcoming multicultural environment, making it an exciting place to work and grow.

When answering about your experience with NICE CXone software, focus on specific projects where you successfully utilized the platform. Mention the scripting languages you’ve worked with, any customization you performed, and how your efforts improved customer service processes. Highlighting measurable outcomes can help illustrate your expertise.

When approaching troubleshooting in NICE CXone, discuss your systematic process. Start with replicating the issue, then move to analyze log files and error reports. Explain how you communicate with stakeholders to gather details and how you document your findings and solutions to help the team learn from each instance. This demonstrates both technical and communication skills.

Highlight your proactive approach to continuous improvement by discussing methods like gathering feedback from users and analyzing performance metrics. Share specific examples of how you’ve iterated on scripts or processes based on customer input and data insights. This shows your commitment to enhancing the customer experience.

Provide an example where you led a project through Agile methodologies. Describe your role, the project's goal, and how you facilitated sprint planning and retrospectives. Focus on how you adapted the project based on team feedback and stakeholder interactions to achieve a successful outcome, underlining your flexibility and leadership.

Discuss your preferred strategies for effective requirement gathering, such as structured interviews, joint application development sessions, or user story workshops. Emphasize your ability to listen actively and ask the right questions to uncover client needs fully, thus ensuring that the resulting solutions are aligned with their expectations.

Articulate your understanding of customer experience transformation by defining it as the process of re-imagining how customers interact with services or products. Connect this to how technology enables this transformation and how your role as a NICE CX-One Engineer contributes to creating meaningful improvements in customer interactions.

Explain your strategy for managing changing priorities, which may include maintaining an organized task list, leveraging project management tools, and frequently communicating with your team about timelines and expectations. Show that you're adaptable and can pivot when necessary without sacrificing quality.

Discuss specific integration projects you have worked on, detail the systems you integrated with NICE CXone, and describe the technologies or tools you used. Highlight any challenges you faced and how you overcame them, showcasing your problem-solving skills and technical acumen.

Express your view on coding as a crucial component of developing robust customer service solutions. Explain how writing efficient scripts can automate processes, improve response times, and enhance the overall customer experience. Mention your experience in scripting and its positive impact on customer interactions.

Convey your enthusiasm for the role at Miratech by discussing the company's reputation, values, and commitment to innovation in technology. Highlight your alignment with their culture of Relentless Performance and how you see yourself contributing to the team while also benefiting from the growth opportunities they offer.