CCaaS Configuration Specialist

THE POSITION: As a CCaaS Configuration Specialist (NICE CXone), you will play a pivotal role in configuring and optimizing NICE CXone solutions to meet business requirements. You will work closely with stakeholders, the architecture team, and IT staff to ensure the platform’s smooth deployment, integration, and performance. This position requires a strong technical background in contact center technologies, call flow design, and system integrations.ESSENTIAL DUTIES AND RESPONSIBILITIES:Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:CCaaS Platform Configuration & Design:Design, configure, and optimize contact center solutions on the NICE CXone platform to meet business needs.Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools on NICE CXone.Customize platform features for improved efficiency, customer satisfaction, and operational effectiveness.Migration & Integration Support:Lead and support the migration process from existing Cisco platforms to NICE CXone, ensuring minimal disruption and a seamless transition.Work with cross-functional teams to integrate NICE CXone with Salesforce CRM, ensuring data synchronization, customer case management, and enhanced reporting capabilities.Call Flow Optimization:Design and build ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) call flows on the NICE CXone platform to improve routing efficiency and customer experience.Continuously optimize existing call flows for improved performance, reduced wait times, and better overall customer service.Technical Support & Troubleshooting:Provide technical support for the NICE CXone platform, addressing issues related to system configurations, integrations, and call flow designs.Troubleshoot and resolve technical issues in real-time, collaborating with internal teams and vendors as needed.Collaboration & Stakeholder Management:Work closely with business leaders to understand requirements, identify opportunities for improvement, and drive the configuration of the NICE CXone platform accordingly.Collaborate with the architecture team to ensure all designs and deployments adhere to industry standards and best practices.Continuous Improvement:Stay up-to-date with the latest NICE CXone updates, best practices, and industry trends to ensure our solutions are cutting-edge.Recommend and implement improvements to existing configurations based on performance data, business needs, and technological advancements.Documentation & Compliance:Document all configurations, system changes, and deployment processes to ensure compliance and maintain a clear record of system setups.Ensure adherence to security and operational standards during all configuration and integration activities.Client Training & Support:Provide training and support to clients, helping them optimize their use of the NICE CXone platform and integrated systems.Offer ongoing technical assistance as needed, assisting with system adjustments and addressing client queries or issues.Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. All other duties as assigned.Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.EXPECTATIONS OF THE JOB:Travel (10%)Hours (40 hours per week)The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above.