| Job Location | Dubai, United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | IT Services |
| Functional Area | Not Mentioned |
Skills :We are seeking a Senior Project Engineer with expertise in Nice CXone to lead the design, implementation, and optimization of cloud-based contact center solutions.The ideal candidate will play a key role in configuring IVR, ACD, call routing, Email, Digital channels, and CRM integrations, ensuring high availability, performance, and scalability of the CXone platform.Key Responsibilities:Solution Design & Implementation:. Architect and deploy Nice CXone solutions, including ACD, IVR, call/digital routing, workforce management (WFM), and analytics.. Develop custom call/digital flows, scripting, and self-service IVR solutions to enhance customer experience.. Integrate CXone with CRM systems (Salesforce, ServiceNow, etc.) and other enterprise applications.. Ensure compliance with security, regulatory, and business continuity requirements.Project Management & Execution:. Lead end-to-end implementation of Nice CXone projects, working closely with stakeholders.. Develop technical documentation, project plans, and best practices for deployment.. Coordinate with internal teams, vendors, and Nice CXone support to resolve technical issues.. Perform UAT, testing, and fine-tuning before production rollout.Optimization & Performance Monitoring:. Analyze system performance, call flow efficiency, and agent productivity metrics.. Implement AI-powered automation, chatbots, and speech analytics for improved customer interactions.. Monitor call quality, adherence, and SLAs, making recommendations for continuous improvements.Technical Support & Training:. Act as the technical SME for CXone, providing guidance to IT, operations, and support teams.. Troubleshoot and resolve system-related issues, outages, and performance bottlenecks.. Conduct training sessions for end-users and administrators on CXone tools and functionalities.. Nice Solutions administration.Qualifications & Experience:. 5+ years of experience in Nice CXone engineering, configuration, and deployment.. Strong expertise in IVR scripting, call/digital routing strategies, workforce management, Outbound, and call recording.. Experience with API integrations, CRM connectors (Salesforce, ServiceNow, etc.), and reporting tools.. Knowledge of VoIP, SIP trunking, network protocols, and cloud telephony architecture.. Proficiency in SQL, JSON, JavaScript, or Python for advanced scripting and automation.. Strong analytical and problem-solving skills with a focus on customer experience enhancement.. Excellent project management, communication, and stakeholder coordination skills.
Keyskills :
© 2023 HireeJobsGulf All Rights Reserved
