CX Configuration Specialist

Innova Solutions is hiring a CX Configuration Specialist for a Remote role.Position Type: Full-time/ContractDuration: 12+ monthsLocation: 100% Remote - MUST be US Based.• *NICE InContact CXone platform• *Contact Center Services Implementation and configuration experience• *NICE inContact CXone Certified Implementation Partner Certifications• *Bachelor Degree• *W2 ONLY! Not open to Vendors/suppliers. No Margin share is available.This position is working with the Consulting Services practice as a customer-facing resource to manage enterprise-wide Contact Center solutions for customers from many verticals on the NICE inContact CXone platform.The CX Configuration Specialist provides application engineering professional services, specifically in the contact center domain. In this role, you must be able to meet with clients, perform design sessions, synthesize business requirements, transfer gathered requirements to an enterprise design leveraging best practices, perform all aspects of the configuration of call flows and scripting, perform a testing lifecycle (i.e., unit testing, system integration testing, quality assurance testing, and user testing), and work with customer to rollout final solution into production.MUST HAVE SKILLS (Most Important):• Experience in Contact Center Services implementation and configuration• Expertise in NICE InContact CXone platform for contact center services• NICE inContact CXOne Certifications - NICE CXOne Core/QM/PC/WFM/DFO (or equivalent experience)• Know User Hub or Central Administration tools for contact center object configuration• Extensive experience with NICE inContact Studio using the visual editor and script programming language for contact flows (voice (inbound/outbound), email, chat, SMS)• Proven ability in call flow scripting of complex call center environments• Experience with troubleshooting contact center issues, call routing, traces, integrations, etc• Experience with RESTful web services and integration with APIs for CRMs and databases• Understand technical requirements and be able to document those requirements via call flow diagrams and functional design specifications• Ability to interpret and analyze business requirements, identify risks and design appropriate solutions.• Excellent written and verbal communication skills• Be capable of presenting and reviewing design specifications with stakeholdersDESIRED SKILLS:• Ability to assess capabilities and limitations of architectures and recommend alternative solutions• Solid background in software engineering, programming paradigms and programming languages• Experience in software architecture and design patterns• Experience with common programming languages such as Javascript/Node, Python, Java, C#• Capable of training customers on the CXone Administration tools, Agent MAX and Supervisor Desktops, Dashboards, and standard out-of-the-box reporting• Client relationship management, negotiation, and conflict resolution skills• Enhanced Unified Communications or telecommunications knowledge• Experience with Workforce Management• Experience with Feedback Management, DB Connector and Virtual Agent Hub with Dialogflow• Experience in designing CRM Agent Applications inside CXone Console (ServiceNow, ZenDesk,• Microsoft Dynamics, MS Teams)• Bachelor of Science in Computer Science or Software EngineeringEDUCATION/CERTIFICATIONS:Bachelor or Master of Science in Computer Science or Software EngineeringNICE inContact CXone Certified Implementation Partner CertificationsPAY RANGE AND BENEFITS:Pay Range*: $70-80/hr w2• Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.Website: https://www.innovasolutions.com/Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.Desired Skills and ExperienceCXone, Nice, configurationAmerican Cybersystems, Inc is acting as an Employment Business in relation to this vacancy.