[Hiring] Contact Center Transformation SME @DMS Vision

Role Description

Customer is under process to transform the Contact Center from Avaya to NICE. This implementation is being performed by one of the vendor recommended by NICE and workflows for the call are not completed on time. Customer is looking to have an SME who can drive this program technically to identify the gaps, take ownership to fix the issues and become an SME for long term in Contact Center.

• Architectural Leadership: Review the Design and methodology for the NICE contact center environment especially call flows, and integrations.
• Program Management: Lead the overall NICE program, ensuring alignment with strategic goals and operational excellence.
• Technology Advisory: Advise on latest trends in contact center technologies and NICE platform capabilities.
• Integration Oversight: Collaborate with cross-functional teams to integrate NICE with CRM, third-party apps, and AI-driven solutions.
• Performance Optimization: Monitor and improve IVR performance, call routing, and customer experience.
• Documentation & Communication: Maintain system documentation and communicate effectively with stakeholders.

Qualifications

• Hands-on experience with NICE CXone Studio, NICE IEX, and scripting languages.
• Strong understanding of IVR design, call flow development, and REST API integrations.
• Experience with .NET technologies and contact center platforms.
• Program management and leadership capabilities in NICE environments.
• Experience with Verint, Five9, and Genesys platforms.
• Ability to work with OEMs, vendors, and product suppliers.
• Familiarity with contracts, SLAs, and customer engagement models.

Company Description