Voice Engineer Intermediate

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Job Summary

The Voice Engineer Intermediate - CXone position is an opportunity for an individual with prior, hands-on experience working with NICE CXone IVR. We are looking for an experienced CXone Developer to assist in a new implementation of CXone. Our Telecom Specialists work within a group of highly motivated Information Technology professionals committed to keeping Consumer Cellular #1.

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite.

Responsibilities

• Nice CXOne administration, Ring Central Administration, develop documentation.
• Support the integration of CXone technology including screen-pops and omnichannel routing of voice, email and chat via web services.
• Vast understanding of Contact Center Operations including inbound voice (tollfree networks/SIP/IVR/ACD), digital channels including /chat/SMS/social/AI, reporting, workforce management, contact center reporting, and analytics, leveraging APIs and integrations across the enterprise.
• This position will focus on the development of two platforms, Nice CXone and Ring Central. It will include configuring agents, skills, call queues, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platforms.
• Works with business customers, analysts, and team members to understand requirements.
• Trouble-shooting individual agent or store problems during the configuration, go-live stages of implementation, and run the business.
• Administration & implementation tasks associated with implementing and maintaining our NICE CXone and Ring Central solutions.
• Create, maintain, and update the CXone applications used for call and screen recordings.
• Analyzes, diagnoses, and resolves application problems related to NICE CXone Ring Central telecommunication technology.
• Where necessary, work with the CXone team for follow-up and prompt resolution.