Call Center Expert – NICE CXone Specialist

Call Center Expert

Local – hybrid Tuesday-Thursday on-site

Job Summary:

We are seeking an experienced Call Center Expert with expertise in the NICE CXone customer call center platform to enhance and optimize our call center operations. In this role, you will act as the subject matter expert for the NICE CXone platform, ensuring its effective implementation, configuration, and performance. You will collaborate with cross-functional teams to drive improvements in customer service delivery, analyze call center metrics, and provide training to staff on platform functionality and best practices.

Key Responsibilities:

Platform Management and Optimization:

• Configure and manage the NICE CXone platform, ensuring alignment with business requirements.
• Implement and optimize call flows, IVR scripts, workforce management, and reporting tools.
• Monitor system performance and troubleshoot any platform-related issues to minimize disruptions.

Analytics and Reporting:

• Develop and analyze call center metrics using NICE CXone reporting tools to identify trends and areas for improvement.
• Generate detailed reports and dashboards to provide actionable insights to management and stakeholders.
• Propose and implement data-driven solutions to improve customer experience and operational efficiency.

Team Support and Collaboration:

• Serve as the primary point of contact for call center technology issues related to NICE CXone.
• Provide technical guidance and support to call center agents and managers.
• Collaborate with IT and vendor support teams to resolve system issues and implement updates or enhancements.

Training and Documentation:

• Develop and deliver training materials for call center staff on NICE CXone features and functionality.
• Maintain thorough documentation of system configurations, processes, and procedures.
• Stay updated on NICE CXone product developments and industry best practices to continually enhance system utilization.

Qualifications:

Required Skills and Experience:

• Proven experience with the NICE CXone platform, including configuration, administration, and optimization.
• Strong knowledge of call center operations, workflows, and key performance metrics (KPIs).
• Proficiency in designing and managing IVR systems, call routing, and workforce management tools.
• Experience with data analysis and reporting, including the ability to create dashboards and actionable insights.
• Technical troubleshooting skills and the ability to manage system-related issues effectively.
• Excellent communication and interpersonal skills to support team training and stakeholder collaboration.

Preferred Qualifications:

• Certifications in NICE CXone or related call center technologies.
• Experience in customer experience (CX) improvement initiatives.
• Knowledge of API integrations and automation workflows within call center platforms.
• Familiarity with additional customer service platforms or CRM systems.

#DICE

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