GN - SONG - Service - Nice CX One - Analyst

Mumbai, Maharashtra
Permanent
Full-time

2 months ago

Job Title - GN - SONG - Service - Nice CX One - AnalystManagement Level: 11/AnalystLocation: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, ChennaiMust have skills: Nice CX OneGood to have skills: Contact CenterJob Summary:
You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following:

Use cross domain functional exposure: Experience in contact center and overall customer service area, working in high-paced and complex projects and understanding industry specific Customer Service processes, operations and functional needs.
Deploy thorough skills to manage stakeholder expectations: Engage in resolving issues, risks for the success of the project, possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)
Apply application design and development experience: Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms.
Deep dive with leading-edge expertise in implementing multichannel: Experience across IVR, Callback, Web, Email, Chat, SMS, Social Media etc. contact center applications using Contact Center Solution tools.
Maximize thorough understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products.

Professional & Technical Skills:

Experience across functional and technical Voice and Non-Voice solutions: SMS, Email, Chat, web etc. applications solutions using application development tools.

Experience and knowledge of Contact Center Solution Infrastructure Components: Those around routing, reporting, recording, multi-media (SMS, email, chat) WhatsApp, outbound, callback & inbound IVR solutions, chatbot, voice Bot
Knowledge of Web Integration with Orchestration applications: Use AI and Natural Language processing (NLU Engines), knowledge of cutting-edge technologies including chat and voice Bot, AI, RPA
Experience in auxiliary systems: Including WFM, Recording, Virtual Hold, Quality Management will be a plus.

Additional Information:

1-4 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools.
Experience in implementing at least 1 NICE inContact / CXone project a must (which involves integration with CRM as well as Agent screen pop), design and application experience on implementing multichannel self-service/IVR and DFO solution.
Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer

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