Consultant Nice InContact
Consultant Nice InContact
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Job Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 people across 30 countries are driven by our innate curiosity entrepreneurial agility and desire to create lasting value for clients. Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises including the Fortune Global 500 with our deep business and industry knowledge digital operations services and expertise in data technology and AI.
Inviting applications for the role of Consultant Nice InContact
In this role you will be responsible for supporting existing business unit accounts on CXOne and work with new implementations. This involves maintaining and monitoring current system design and support several call flows for multiple clients support business needs to service inbound and outbound agent and multichannel integration.
Responsibilities
Perform routine maintenance and monitor performance capacity and availability of the voice infrastructure.
Help design and implement short and longterm strategic plans to ensure the voice solutions meet existing and future requirements.
Design and implement new Nice InContact Call flow using InContact Studio application. Create skills and point of contacts as needed per client.
Troubleshoot trace and identify any issues on CXOne scripts.
Act as point of escalation with recurring telecommunications issues which includes root cause and remediation.
Serve as a crossplatform technical subject matter expert to facilitate the integration of voice systems with business applications and to optimize the use of carrier services while maintaining appropriate security.
Qualifications we seek in you!
Minimum Qualifications / Skills
MCA
Excellent written and verbal communication skills
Preferred Qualifications/ Skills
Expert on CXOne Nice InContact and related components
Able to work on Nice InContact Studio setup and designs. Can start new scripts on inbound Outbound preview and predictive campaigns.
Experience with InContact Omnichannel DFO chat and email.
Full understanding of SIP protocols and design criteria
Very familiar with inbound/outbound operations.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. Get to know us at and on LinkedIn X YouTube and Facebook.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.
Required Experience:
Contract
Employment Type
Full-Time
