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Top Skills' Details5+ years Nice CXone Scripting experience

5+ years business call center requirements gathering

3+ years’ experience with integrating applications into Nice CXone

3+ years’ experience supporting call center reporting on Nice CXone

Location Preferences: Illinois, Arizona, New York

Description:

Our client is looking for a Contact Center Engineer to help support their migration from their on-prem Contact center platform to cloud based. They are currently on Avaya and are migrating over to RingCentral CXone. The ideal candidate will have in-depth knowledge of the RingCentral CXone platform and been apart of a previous call center migration.

In this role, the Engineer will:

• Participate as a member of a CCaaS team supporting business needs

• Represent the Telecomm Team to business stakeholders

• Receive and confirm CCaaS needs and expectations in writing

o Translate needs and expectations into action plans, including cost estimates and timelines

o Execute needs via Nice Administration (scripting) and vendor engagement

• Work with third party vendors on aligning needs and defining integration needs

• Maintain all required documentation

• Participate in after hours work as needed (on call rotation, project needs)

• Act as a backup to peers

• Other duties as assigned

• Instill Best Practices Design and Implementation

• Support migration from Avaya to NICE CXone (Ring Central white label)

o CXone Telephony POC (Point of Contact) Configuration changes

 teach resources how to do

o CXone ACD Configuration changes

 teach resources how to do

o CXone Dialer Support

 Create and Edit Campaigns

o CXone Studio IVR Scripting development and changes

 teach resources how to do

o Build CXone Dashboards / Reports

 Out of the box (OOB) reporting

 how to customize

 build and teach report creation

o CXone QM Forms

 Build Forms

 Enable Automation and Scheduling of QM Forms

 Provide QM Level Dashboard/Reports

o CXone WFM

 Build/Adjust WFM Forecasts

 Build/Adjust Schedules

 export data from Pipkins WFM

 load data

 create forecasts

 teach resources how to do

 likely a Phase 2 effort

o CXone Interaction Analytics

 Help configure/adjust Dashboards and Settings

o Integration Support - EPMS, Balto, SNOW, RevSpring - Payment IVR

 assist in getting data passed back and forth between CCAAS and our internal CRM/P3/Data Lake

Skills:

Telephony, Voip, Cloud, Ivr, Scripting, Migration, Ring Central, avaya

Top Skills Details:

Telephony,Voip,Cloud,Ivr,Scripting,Migration,Ring Central,avaya

Additional Skills & Qualifications:

They would ask that these candidates, if not local, be open to coming to their corporate office a few times for design sessions.

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.