Job
Description
Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : Cloud Contact Center Operations Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Cloud Contact Center OperationsLevel:8 and Work Experience:8+ YearsWork Location:BengaluruMust have skills:NICE inContact CXone Good to have skills:Avaya Contact Center, Genesys CX Cloud Contact Center, Amazon Connect Contact Center, SaaS based Contact Center skills Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your day will involve overseeing the application development process, collaborating with team members, and making key decisions to ensure project success.Key Responsibilities: Maintain omnichannel contact Center solutions, including voice, email, chat, SMS, and social media. Implement and maintain IVR, ACD, routing, and workforce management configurations to optimize call flows and agent productivity. Serve as the primary point of contact for resolving technical issues, system errors, and operational challenges related to NICE inContact CXone platform. Monitor system performance, identify potential issues, and proactively implement solutions to minimize downtime and disruptions. Collaborate with cross-functional teams to troubleshoot and resolve complex issues impacting contact Center operations. Provide ongoing training and support to end-users and administrators on CXone platform functionalities and best practices. Assist in the configuration, optimization, and maintenance of CXone features such as IVR, ACD, routing, and reporting. Document and maintain standard operating procedures, knowledge base articles, and troubleshooting guides for reference purposes. Stay updated on industry trends, product updates, and new features of NICE inContact CXone platform. Configure and customize the NICE inContact CXone platform to meet business requirements and improve operational performance. Collaborate with internal stakeholders to gather requirements, define project scope, and develop technical specifications. Conduct system testing, troubleshooting, and performance tuning to ensure reliability and scalability of the CXone environment. Provide ongoing support, training, and documentation to end-users and administrators. Professional Attributes: Good Communication skill, Contact Center/CCaaS Professional Certifications NICE inContact CXone certification is a plus. Excellent communication skills. Previous experience working with cross geography teams. Ready to work in shift Educational Qualification:BE/BTech ECE/Computer Science/EEE/Computer Technology/Cloud Computing Roles & Responsibilities: Expected to be an SME Collaborate and manage the team to perform Responsible for team decisions Engage with multiple teams and contribute on key decisions Provide solutions to problems for their immediate team and across multiple teams Lead the application development process effectively Ensure timely delivery of projects Provide guidance and mentorship to team members Additional Information: The candidate should have a minimum of 7.5 years of experience in Cloud Contact Center Operations This position is based at our Bengaluru office A 15 years full-time education is required Qualifications 15 years full time education
