Consultant, Nice InContact

Genpact is a global professional services and solutions firm dedicated to delivering outcomes that shape the future. With a workforce of over 125,000 individuals spread across more than 30 countries, we are motivated by our innate curiosity, entrepreneurial agility, and the goal of creating lasting value for our clients. Our purpose, the relentless pursuit of a world that works better for people, drives us to serve and transform leading enterprises, including the Fortune Global 500, through our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. We are currently seeking applications for the position of Consultant - Nice InContact. As a Consultant, you will play a crucial role in supporting existing business unit accounts on CXOne and assisting with new implementations. This entails maintaining and monitoring the current system, designing and supporting various call flows for multiple clients, and addressing business needs related to servicing inbound and outbound agents as well as multi-channel integration. Your responsibilities will include conducting routine maintenance and monitoring the performance, capacity, and availability of the voice infrastructure. You will also collaborate on designing and implementing strategic plans to ensure that the voice solutions align with both current and future requirements. Additionally, you will be responsible for creating new Nice InContact Call flows using the InContact Studio application, troubleshooting and identifying issues within CXOne scripts, and acting as an escalation point for recurring telecommunications issues, providing root cause analysis and remediation. Furthermore, you will serve as a technical subject matter expert to facilitate the integration of voice systems with business applications and optimize the use of carrier services while maintaining security protocols. Qualifications we are looking for: Minimum Qualifications / Skills: - B.Tech/B.E/ MCA - Excellent written and verbal communication skills Preferred Qualifications/ Skills: - Expertise in CXOne Nice InContact and related components - Proficiency in setting up and designing Nice InContact Studio, creating new scripts for inbound, outbound preview, and predictive campaigns - Experience with InContact Omnichannel, DFO, chat, and email - In-depth knowledge of SIP protocols and design criteria - Familiarity with inbound/outbound operations If you meet the qualifications mentioned above and are excited about the opportunity to work as a Consultant - Nice InContact with Genpact, we encourage you to apply. This full-time position is based in Kolkata, India. Bachelor's degree or equivalent education level is required. The job posting is scheduled for June 1, 2025, at 8:11:00 PM, with an unposting date set for November 29, 2025, at 12:11:00 AM. The primary skill set associated with this job is Consulting, and it falls under the category of Full Time employment.,