Contact Center Specialist NICE CXone
Contact Center Specialist NICE CXone
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Job Description
Description
Position Description
Job Title:
Contact Center Specialist
Date:
April 2025
Department/Group:
IT
Grade:
Click here to enter text.
Reports To:
Sr. Director of IT Applications
Exemption Status:
Exempt
Position Objective
Tyler Technologies utilizes NICE CX1 as its contact center platform all divisions utilize it for phone and we are in the process of expanding its use to chat and email as well as adopting various platform features such as AI automation integration and knowledge. The Contact Center Specialist will work with our Contact Center Architect to support our business users and design the platform for expanded and optimal use.
Principal Duties
- Plan and conduct discovery sessions with support teams to document their needs in the form of functional requirements documents
- Research and provide internal and external content for executive presentations and reports.
- Collaborate with internal users to gather and analyze business requirements for contact center solutions including telephony email chat IVR skills based routing knowledge management CTI interactions analytics quality management workforce management AI and reporting. Configure and customize these solutions.
- Assist teams in NICE CX1 role based training and best practices technology use.
- Build reports and dashboards
- Document call flows and implement them in the tool with IVR integrations
- Build chat workflows
- Conduct system testing and validation to ensure the reliability scalability and performance of contact center solutions built on the NICE CX1 platform.
- Stay uptodate on industry trends emerging technologies and best practices related to contact center solutions and the NICE CX1 platform.
Scope and Impact (Accountability)
The Contact Center Analyst will plays a crucial role in ensuring the efficiency effectiveness and overall performance of Tylers contact center. The scope of work and impact can be broken down into the following key areas: Reporting and KPI Monitoring Process Optimization Standardization Technology Management Client Experience Improvements.
The role is accountable to improving CSAT and Operation Efficiency reducing operational costs and supporting strategic decisions.
Complexity
The Contact Center Analyst will manage technical and operational demands to maintain a clientcentric contact center environment. The diversity of divisions new acquisitions constant technology changes and extensive roadmap of features all make the role more complex.
Education Experience and Special Skills
- Bachelors degree in computer science information technology or a related field.
- 5 or more years experience as a Contact Center Analyst with a strong focus on architectural design implementation and support of cloud contact center solutions.
- 3 or more years experience in NICE CXone and UC environments.
- Experience implementing new teams and new tools within NICE CXone
- Experience creating and presenting to executive level stakeholders (technical and nontechnical).
- Excellent customerfacing presentation skills with the ability to develop new solution pitches value propositions and demo experiences.
- Existing knowledge and/or industry certifications for NICE CXone and process automation technologies
- Contact Center as a Service (CCaaS) software management and domain experience.
- NICE CXone and CXone Studio Experience
- Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
- Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering programming languages integration and/or databases.
- Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
- Proficiency in Microsoft Office products i.e. Outlook Word Excel PowerPoint and Visio.
- Strong technical analytical and problemsolving skills.
- Analytical inquisitive service & teamoriented friendly demeanor early adopter.
- Ability to establish and maintain strong working relationships with key internal associates and partners.
- Selfmotivated attention to detail and excellent judgment skills.
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Required Experience:
Unclear Seniority
Employment Type
Full Time
