NICE IVR Consultant
NICE IVR Consultant
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Salary Not Disclosed
1 Vacancy
Job Description
Title: NICE IVR consultant
Location - Fort Mill SC (Charlotte)
Project Duration: 6 months
Shift Timings 11 AM to 8 PM EST
Key Skills:
NICE CXone (ACD IVR Studio WEM QM)
Conversational AI.
NICE Studio scripting & call flow design
NLU integration (Dialogflow Lex LUIS)
Telephony protocols (SIP VoIP WebRTC)
Good to Have:
Experience with omnichannel contact center solutions
Familiarity with Co-Pilot and Autopilot features
Exposure to cloud platforms (AWS Azure)
Knowledge of customer sentiment analysis
Key Responsibilities:
1. Design and implement call flows using NICE CXone Studio including ACD IVR WEM and QM components
2. Develop and maintain skill-based routing IVR logic and omnichannel workflows
3. Integrate NLU platforms with IVR and agent assist tools to enable conversational AI capabilities
4. Design solutions around NICE CXone.
5. Interact with client technical stakeholders to analyse and propose technical option suitable for the long-term solution.
6. Understand client business requirements plan technical execution by understanding technical dependencies.
7. Work with dev leads and address core issues related to performance security scalability etc.
8. Coordinate and collaborate to implementat Omni channel related tasks and cloud migration.
9. Design efficient agent desktop by integrating with underlying systems.
10. Collaborate with UI/UX and conversation design teams to develop relevant solutions as needed.
11. Ability to oversee entire contact center solution by understanding dependencies on data API reporting KPIs and high level delivery
12. Coach and mentor junior developers and other team members.
13. Conduct code reviews to ensure code quality maintainability and security.
Required Skills:
Must Have 8 years of experience in leading CCaaS platform such as NICE CXONE(ACD IVR Studio WEM QM).
Optional : 3years of hands-on development background with java/springboot/APIs
Optional : 3 years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce MS Dynamics
Must have knowledge of key cloud platforms such as AWS
Must have thorough understanding of Telephony protocols and architecture
Must have experience of at least 2 big projects migrating from on-prem to CCaaS
Must have through understanding of security mechanism voice bio masking etc.
Must Have Deep knowledge of NICE CXone platform (ACD IVR Studio WEM QM)
Proficiency in NICE Studio scripting and call flow development
Experience with NLU platforms (e.g. Dialogflow Lex LUIS) and AI integration
Strong understanding of SIP VoIP WebRTC and telephony protocols
Familiarity with OAuth OpenID Connect and secure API practices
Experience with RPA tools (e.g. UiPath Automation Anywhere)
Strong analytical skills and experience with BI tools and SQL
Conversant with leading AI modules and how those are linked with CCaaS tools
2 years of hands on experience with Gen AI tools like Nuance Microsoft CoPilot
Must have advance certification like NICE CXone Nexedia Autopilot Digital Channel
NICE CXOne Mpower ACD
Experience with QM and Workforce Management
Knowledge of AI tools
Employment Type
Full-time
