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Company

TEKsystems · 2 days ago

Contact Center Engineer

Chicago, IL

Full-time

Remote

Entry Level

5+ years exp

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Information Technology

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Responsibilities

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

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

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)

CXone Telephony POC (Point of Contact) Configuration changes

Teach resources how to do

CXone ACD Configuration changes

Teach resources how to do

CXone Dialer Support

Create and Edit Campaigns

CXone Studio IVR Scripting development and changes

Teach resources how to do

Build CXone Dashboards / Reports

Out of the box (OOB) reporting

How to customize

Build and teach report creation

CXone QM Forms

Build Forms

Enable Automation and Scheduling of QM Forms

Provide QM Level Dashboard/Reports

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

CXone Interaction Analytics

Help configure/adjust Dashboards and Settings

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Nice CXone ScriptingBusiness call center requirements gatheringRingCentral CXoneIntegrating applications into Nice CXoneSupporting call center reporting on Nice CXoneTelephonyVoIPIVRMigrationAvaya