[Hiring] CCaaS Techno-Functional Lead @DMS Vision

Role Description

Seeking a Techno-Functional Lead with strong experience in NICE inContact and IVR systems to support ongoing enhancements and integrations within their customer engagement environment. This role requires a balance of business process understanding and technical capability, focusing on both system improvements and deployment support.

• Collaborate with the business and NICE teams to understand enhancement requests and translate them into actionable technical requirements.
• Work cross-functionally to support deployment and implementation of new features.
• Must be functional enough to capture and document requirements and technical enough to understand scripting and system capabilities.
• Configure and manage NICE solutions, including NICE inContact and Workforce Management (WFM) systems.
• Integrate NICE with other business tools like CRM and ACD for seamless customer interaction management.
• Monitor system health and performance, identifying and addressing issues proactively.
• Generate and analyse reports to track performance metrics and recommend improvements.
• Design, develop, and maintain IVR scripts to optimize customer interactions.
• Troubleshoot and resolve any issues related to the IVR system, ensuring minimal disruption to services.
• Continuously improve IVR flows based on customer feedback, performance analysis, and business needs.
• Ensure proper integration of IVR with back-end systems (e.g., CRM, databases).
• Work closely with IT, customer service, and operations teams to align NICE and IVR systems with business objectives.
• Provide technical support and training to internal teams on system functionality and optimization.
• Stay updated on industry trends and new technologies to improve the customer experience and operational processes.

Qualifications

• 5+ years of strong experience with NICE customer engagement solutions (NICE inContact, NICE WFM) and IVR system administration.
• Strong understanding of call centre operations, customer interaction technologies, and telephony systems.
• Proficiency with IVR scripting languages and tools (e.g., Genesys, Avaya, Cisco).
• Familiarity with CRM systems (e.g., Salesforce, Zendesk) and their integration with NICE and IVR solutions.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to work cross-functionally in a collaborative environment.
• Certification in NICE products or IVR technologies is a plus.
• Good to have experience with cloud-based customer engagement platforms.
• Good to have knowledge of speech analytics, chatbots, and AI-driven customer service technologies.

Requirements

• Project Management experience will be an add on.