Service - Nice CX One - Analyst

As a Nice CXone Analyst, your role involves collaborating with clients to design and implement customer service initiatives. You will be responsible for delivering multichannel contact center applications using NICE CXone, integrating CRM and agent screen pop functionalities, and designing and deploying self-service/IVR and DFO solutions. Additionally, you will apply orchestration platform knowledge for contact center operations, manage stakeholder expectations, and resolve project issues. Your role will also involve utilizing AI and NLU technologies for enhanced customer interactions, ensuring seamless integration with internal and external systems, and contributing to the automation and optimization of customer service processes. Key Responsibilities: - Collaborate with clients to design and implement customer service initiatives - Deliver multichannel contact center applications using NICE CXone - Integrate CRM and agent screen pop functionalities - Design and deploy self-service/IVR and DFO solutions - Apply orchestration platform knowledge for contact center operations - Manage stakeholder expectations and resolve project issues - Utilize AI and NLU technologies for enhanced customer interactions - Ensure seamless integration with internal and external systems - Contribute to automation and optimization of customer service processes Qualifications Required: - Experience with Nice CXone/Contact Center Solution Design and Implementation - Proficiency in Multichannel Application Development (IVR, Email, Chat, SMS, Social Media) - Strong skills in API Integration, Java, WebServices, Containerization (Kubernetes) - Knowledge of Voice and Non-Voice Solutions - Familiarity with AI and Natural Language Processing (NLU Engines) - Experience in Cloud Administration and Application Development - Ability to work on CRM Integration and Agent Screen Pop - Expertise in Self-Service/IVR and DFO Solution Design In this role, you will have the opportunity to work on strategic consulting projects with global clients, gain exposure to advanced contact center technologies and platforms, and be part of a collaborative and inclusive work environment with career growth potential.,