Customer Support Specialist

In this role as a NICE CXone Developer at your esteemed organization, you will be entrusted with the responsibility of creating, enhancing, and managing contact center solutions utilizing NICE CXone technology. Your task will involve crafting IVR flows, integrating external systems, optimizing omnichannel routing, and ensuring both performance and compliance standards are met. This position demands a high level of technical proficiency, problem-solving abilities, and effective collaboration with diverse teams. **Key Responsibilities:** - Design, develop, and configure NICE CXone routing scripts and IVR flows. - Establish and maintain integrations with third-party applications. - Develop workflows for agent desktops and enhance omnichannel routing. - Create and manage API-based integrations. - Monitor and troubleshoot contact center performance. - Collaborate with stakeholders to gather requirements and deliver appropriate solutions. - Develop and sustain dashboards and reports. - Ensure adherence to security and regulatory standards. - Offer technical support, conduct testing, and prepare documentation. **Qualifications Required:** - Proven experience as a NICE CXone Developer or similar role. - Proficiency in cloud-based contact center platforms. - Experience in developing and supporting omnichannel routing. - Familiarity with CRM and third-party integrations. At this organization, you will also have the opportunity to engage in the following secondary responsibilities: - Stay informed about NICE CXone product enhancements. - Contribute to ongoing improvement initiatives. - Support training and knowledge sharing activities across various teams. **Primary Skills:** - NICE CXone Studio scripting and IVR call flows. - NICE CXone APIs and SDKs. - ACD, IVR, WFM, QM, Analytics, Reporting modules. - Omnichannel configurations (voice, email, chat, SMS, social). - API-based integrations (REST/SOAP, web services). - Cloud architecture (AWS/Azure/GCP). - Proficiency in JavaScript, Python, .NET (preferred). - CRM integrations (Salesforce, ServiceNow, MS Dynamics). **Secondary Skills:** - Real-time dashboards and custom reporting. - Contact center performance monitoring and optimization. - Security and regulatory compliance. - AI-driven CX solutions and RPA tools. - Workforce Engagement Management (WEM), Quality Management (QM), Speech Analytics. Your educational background is expected to include a Bachelor's degree in Computer Science, IT, or a related field. Additionally, possessing certifications such as NICE CXone Mpower Certifications (WFM, QM, Interaction Analytics, CXone Bots, etc.), NICE InContact CIP Core/Core Plus, ACD/IVR Implementation Certification, Feedback Management Implementation Certification, NICE CXone Agent for Salesforce Implementation, and NICE CXone Enlighten AutoSummary Implementation would be advantageous for this role.,