Voice Engineer - NICE CXone

Our Commitment to You

At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it. 

All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at talentacquisition@consumercellular.com.  

Job Summary
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.

Responsibilities
 

• Nice Studio Scripting, integrating into custom CRM, develop documentation.
• 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.