Telecom Voice Engineer

Telecom Voice Engineer (240371)

Job Summary

The Telecom 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 support a Complete Suite Implementation of CXone. Our Telecom Specialists work within a group of highly motivated Information Technology professionals committed to keeping Consumer Cellular #1.

Responsibilities

• Nice Studio Scripting with custom CRM integrations.
• 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.).
• Implementation, administration & maintenance of various NICE CXOne platform services (i.e. Personal Connection, Quality Management, Feedback Manager, Performance Management, Expert, DFO, Attendant, MAX, Agent, etc)
• 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.

Required Competencies

• At least five years supporting NICE CXone or NICE InContact.
• Extensive experience in CXOne Studio with the ability to create advanced IVR self-service applications.
• Ability to manage projects independently with limited supervision.
• Bachelor’s degree or equivalent in experience.
• Advanced knowledge of Microsoft Office product suite including Excel and Power BI
• Advanced knowledge of SQL is preferred
• Experience with networking routers, switches, and communication protocols (TCP/IP, G.711, G.729, SIP, MPLS, QoS).
• Experience with Alvaria (Aspect) WFM is preferred
• Experience with Boomi integrations is preferred
• Excellent interpersonal and communication skills (verbal & written).

Benefit Package

• Affordable medical, dental & vision coverage for full-time employees
• 401(k) match
• Employee wireless rate plan
• Paid time off (PTO)
• Flexible spending accounts (FSA)
• Employee rewards program
• Group life and AD&D benefits
• Education reimbursement
• Long-term disability

About Consumer Cellular

Consumer Cellular is the top-rated wireless provider that provides cellphones and no-contract service plans primarily to those 50+. Founded over 25 years ago on the belief that everyone should have affordable access to the safety and convenience of cellular service, they have become well known for their 100% U.S. based, award-winning customer support. Consumer Cellular has been honored by J.D. Power as #1 in Customer Service among Value MVNOs, 17 Times in a Row, making it the Most Awarded Brand for Wireless Customer Support among Value MVNOs. Additionally, the company has been ranked on the Inc. 5000 list 12 times. The company has been an approved AARP Provider for over 14 years and offers AARP members exclusive discounts on service. The Scottsdale, AZ. based company is privately held with 2300 employees and utilizes the nation’s largest voice and data networks, which cover 99 percent of the U.S. population. Consumer Cellular’s wireless phones and plans are sold nationwide at leading retailers such as Target and Walmart, as well as directly to consumers at ConsumerCellular.com or (888) 345-5509. For J.D. Power 2022 Wireless Customer Care Mobile Virtual Network Operator Study award information, visit jdpower.com/awards. For cellphone tutorials, features, applications, and company news, connect with Consumer Cellular on Facebook and Youtube.

Pre-employment background check and drug screen is required.

Primary Location

: United States-Arizona-Scottsdale

Job

: Information Technology

Schedule

: Full-time

Travel

: No

Job Posting

: Oct 2, 2024

Unposting Date

: Oct 17, 2024

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