Voice Engineer - CXone

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The Voice Engineer - 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.

• Create, maintain, and update CXone IVR scripts/code using CXone Studio and Snippets.
• 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 email/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 CXone to include configuring agents, skills, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platform.
• This position serves in a lead implementation role, assisting and mentoring other implementation personnel.
• Works with business customers, analysts, and team members to understand requirements.
• Experience with integration requirements and building integration services (API, URL calls, etc.).
• Trouble-shooting problems during the configuration or go-live stages of implementation.
• Implementation of NICE CXone advanced services (i.e., Personal Connection, NEVA, Expert, Chat, Attendant, etc.).
• Administration & implementation tasks associated with implementing and maintaining our NICE CXone solution.
• Create, maintain, and update the CXone applications used for call and screen recordings including Central, QM, WFM, Reporting, and Speech Analytics.
• Analyzes, diagnoses, and resolves application problems related to NICE CXone contact center technology.
• Where necessary, work with the CXone team for follow-up and prompt resolution.
• At least five years supporting NICE CXone or NICE InContact.
• Experience migrating from Avaya to NICE CXone desired.
• Ability to manage projects independently with limited supervision.
• Bachelor’s degree or equivalent in experience.
• General knowledge of Microsoft Office product suite, Cisco, HP, Dell, networking, wiring, routers, switches, and communications protocols (TCP/IP, G.711, G.729, SIP, MPLS, QoS).
• Experience with VMWare and Storage is a plus.
• Experience with Alvaria (Aspect) WFM a plus.
• Excellent interpersonal and communication skills (verbal & written).

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit, stand, and walk.…