QA, IT​/Tech, IT Consultant

QA 3 Days Onsite - Charlotte NC/ Fort Mill SC

Core Responsibilities

• Test NICE InContact solutions including IVR, ACD, Campaigns, Teams, and Routing strategies.
• Test the automated call center workflows, including writing call flows, prompts, and scripts.
• Ensure adherence to SDLC processes for all testing and deployment activities.

Integration & Automation

• Test APIs, middleware, and ETL jobs for system integrations.
• Test System Health & Performance

Technical Expertise Required

• Cloud & Infrastructure
• Amazon Web Services (AWS) – Strong experience, including exposure to Generative LLM technologies.
• Networking concepts and protocols such as WebRTC for voice and video.
• Contact Center Technologies
• NICE InContact platform – IVR, ACD, Skills, Campaigns, and Workforce Management.
• Nexidia Speech Analytics – Implementation and optimization.
• Workforce Management (WFM) – Scheduling, forecasting, and intraday adjustments.
• Quality Management – Familiarity with tools like Quality Central.
• AI & NLU
• Natural Language Understanding (NLU) – Specifically Ophelia.
• Conversational AI and ASR tuning for improved customer experience.
• CRM & Omnichannel
• Integration with Salesforce and Dynamics.
• Development of Click-to-Call and Chat channels ensuring omnichannel experience.