Nice Incontact Engineer

Atain; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Atain is seeking a Telecom Engineer with hands-on experience in NICE inContact or CXone solutions to lead design, engineering and operations of cloud and hybrid contact center platforms. The role requires 4+ years in telecom/CC engineering and 24x7 on-site work in Bengaluru.

You will collaborate across teams, manage vendor relations, develop disaster recovery plans, and translate client objectives into technical requirements, integrating voice, chat, email and SMS channels.

Qualifications

• 4+ years of experience in telecom/ contact center engineering.
• Must have exp in NICE inContact or CXone solutions including voice, chat, email, and SMS channels.
• Experience designing call flows, IVR, and backend integrations using API.
• Solid contact center domain experience.

Responsibilities

• Collaborate with senior management to align strategies with goals.
• Define implementation strategy and ensure uptime of IT infrastructure.
• Negotiate with vendors and contractors for infra-related services.
• Develop disaster recovery plans and conduct tests.
• Engage with clients to translate business objectives into technical requirements.
• This role covers design, engineering and operations of cloud and on-prem telephony platforms such as NICE inContact, Genesis, Amazon Connect and AudioCodes.
• Design routing and workflow optimization for efficient agent assignment and customer experience.

Skills

Cloud contact center knowledge

Vendor management

Disaster recovery planning

Stakeholder communication

Tools

NICE inContact

CXone

Genesis

Amazon Connect

AudioCodes

APIs for integrations

Job description

Role : Telecom Engineer, Must have exp in NICE inContact or CXone solutions

Mode: Work from Office 24*7

Must have Hands on exp in NICE inContact or CXone solutions

Profile Summary:

The demand for skilled Telephony Engineer, particularly those with expertise in cloud-based contact center solutions like NICE inContact, Genesis or Amazon Connect. We are looking for professionals who can enhance customer interactions, streamline operations, and leverage technology to drive business success.

If you're considering a career as a NICE inContact Telephony consultant , focusing on developing technical expertise, problem-solving skills, and effective communication will be key to success in this role.

Primary Job Responsibility:

• Collaborate with senior management to develop and execute strategies that align with organizational goals.
• Establish implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
• Negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
• Develop disaster recovery plans and conduct testing to detect faults
• Engage with clients to understand their business objectives and translate them into technical requirements.
• This role is primarily responsible for Design, Engineering and operations of Global Supper of Contact Center Technology that are built on heterogeneous platforms consist of Cloud Contact Center like Nice InContact, Genesis, Amazon Connect and Audio codes
• Work closely with business units, IT departments, and external vendors to align telephony solutions with o Provide subject matter expertise and guidance on best practices. Routing & Workflow Optimization: Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents. Continuously assess and refine workflows to enhance customer experience and operational efficiency

Education and Essential Experience:

• 4+ years of overall experience.
• Must have exp in NICE inContact or CXone solutions, including voice, chat, email, and SMS channels.
• Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using API
• Must have Contact Center domain exp

Key Enablers:

• Has to play pivotal role in designing, implementation, documentation, project management and handover of the projects to the technology team for business-as-usual support.
• Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA's management, vendor management etc.
• Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary.
• Compliance and security related understanding with respect of voice devices & various platforms.
• Should be forward looking and have good industry trends and forthcoming technologies in the voice arena like Omni channel capabilities, chatbot, speech analytics, virtual assistant, Amazon connect etc\
• Strong Experience with structured Enterprise Architecture practices, hybrid cloud deployments, and on premise-to-cloud migration deployments
• Has to be a good team player, and lead from the front in setting up appropriate learning and conducive environment for development of team.
• Ability to work effectively on multiple projects at a time
• Keeps documentation up to date for all telecommunications systems but not limited to toll / toll-free numbers, call center routing, trunk routing and voice announcement scripts.
• Interacts with end-users (including internal & external clients) in developing solutions to problems or creating efficiencies pertaining to Telecom processes that impact business.
• 24/7 availability for remote support also apart from regular office hours

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.