CX Configuration Specialist (NICE / InContact)

Would you like to work for a software solutions company that has grown in triple digits in the last 5 years? If you answered Yes, then we need to talk....

We are looking for an CX Configuration Specialist (NICE / InContact) who be part of a close-knit, high performing team. We are committed to creating an environment where all employees are valued and respected. This position offers a very competitive compensation and benefits package

Job Title :: CX Configuration Specialist (NICE / InContact)

Job Location :: (Remote)

Position Description ::

• Expertise in NICE / InContact contact center services.
• Experience in software architecture and design patterns
• Experience in common programming languages such as Javascript/Node, Python, Java.
• Ability to interpret and analyze business requirements, identify risks and design appropriate solutions.
• Ability to self-manage in a fast-paced environment.
• Strong oral/written communications skills to both technical and non-technical audiences.
• Ability to work with a team of technical resources.
• Ability to assess capabilities and limitations of architectures and recommend alternative solutions.
• Five or more years of integration consultant or configuration experience in the Contact Center Services area.
• Five or more years of configuration specialist in NICE / InContact technologies.
• Excellent client relationship management, negotiation, and conflict resolution skills.
• Excellent written and verbal communication skills.
• Strong project governance skills.
• Proven ability in call flow / scripting of complex call center environments.
• Understand customer requirements and be able to document those requirements via call flow diagrams and content for the Functional Specification Document (FSD)
• Be capable of presenting/reviewing the FSD with the customer.
• Know User Hub or Central Administration tools for VCC - for contact center object configuration (users, skills, teams, dispositions, points of contacts, workflow data, hours of operation, etc)
• Quality Management, Personal Connection, and WFM would be a plus
• Studio Scripting for contact flows (voice (inbound/outbound), email, chat, SMS)
• API integrations for backend systems would be a plus
• Experience with system testing or quality assurance testing.
• Experience with troubleshooting contact center issues, call routing, traces, integrations, etc
• Capable of training customers on the VCC Administration tools, Agent MAX, Supervisor Desktop, Dashboards
• Any NICE inContact CXOne Certifications would be a bonus - NICE CXOne CIP Core Plus, CIP QM, CIP PC
• Ability to perform with a strong sense of urgency in a fast-paced, demanding environment.
• Experience using G Suite, Microsoft applications, web conferencing and collaboration tools (aka Webex, Slack).

About AgreeYa: AgreeYa is a global systems integrator delivering a competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 1,800+ professionals across offices. AgreeYa works with 550+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public Sector, Pharma & Biotech, Retail, CPG, and others. Please visit us at www.agreeya.com for more information.

Job Type: Contract

Salary: $60.00 - $70.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• NICE / InContact: 2 years (Required)

Work Location: Remote