Scalence L.L.C. · 1 day ago
NiCE Developer
Columbus, OH
Full-time
Hybrid
Senior Level
$55/hr - $65/hr
5+ years expScalence L.L.C. is seeking a Certified NiCE Developer to collaborate with clients as a consulting professional. The role involves designing and implementing strategic initiatives to enhance customer service operations, integrating innovative technologies like Generative AI to improve customer engagement and satisfaction.
Information Technology & Services
Responsibilities
Collaborate closely with clients as a consulting professional, helping to design, build, and implement strategic initiatives that enhance customer service operations and elevate the overall customer experience
Leverage industry expertise and cutting-edge technologies to transform customer engagement strategies to drive measurable improvements in both business performance and customer satisfaction
Engage in resolving issues, risks for the success of the project, possessing a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)
Integrate Generative AI capabilities into contact center and self-service solutions to drive intelligent automation, enhance agent-assist tools, personalize customer interactions, and unlock new levels of operational agility and efficiency
Implement the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms
Maximize understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products
Stay ahead of the curve by proactively exploring emerging technologies, tools, and trends in the Customer Experience Management and AI landscape
Qualification
Required
Experience in contact center and overall customer Experience area, working in high-paced and complex projects and understanding industry specific Customer Experience processes, operations and functional needs
Bring forward-thinking innovation by integrating Generative AI capabilities into contact center and self-service solutions
Engage in resolving issues, risks for the success of the project, possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)
Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms
Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products
Stay ahead of the curve by proactively exploring emerging technologies, tools, and trends in the Customer Experience Management and AI landscape, with a growth mindset and a passion for innovation
Experience across functional and technical Voice and Non-Voice solutions: Conversational AI, NLU, NLP, SMS, Email, Chat, web etc. applications solutions using application development tools
Experience in implementing at least 1 NICE inContact / CXone project a must (which involves integration with CRM as well as Agent screen pop), design and application experience on implementing multichannel self-service/IVR and DFO solution
Experience and knowledge of Contact Center Solution Infrastructure Components: Those around routing, reporting, recording, multi-media (SMS, email, chat) WhatsApp, outbound, callback & inbound IVR solutions, chatbot, voice Bot
Knowledge of Web Integration with Orchestration applications: Use AI and Natural Language processing (NLU Engines), knowledge of cutting-edge technologies including chat and voice Bot, AI, RPA
5+ years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools
Experience in implementing a customer experience management tool such as Cloud contact Center/Conversational AI(Voicebot/chatbot which involves integration with CRM as well as Agent screen pop, design and application experience on implementing multichannel self-service/IVR and DFO solution
Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer
Preferred
Experience in auxiliary systems: Including WFM, Recording, Virtual Hold, Quality Management will be a plus
Benefits
Expenses Paid by Client
Company
Scalence L.L.C.
In today’s dynamic and competitive market, success hinges on mastering three key areas: Data Intelligence, Business Resilience, and Digital Experience.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase