Nice Incontact Engineer

Atain; Gurugram District; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Atain in Gurugram and Pune is seeking a Telecom Engineer with hands-on experience in NICE inContact or CXone to enhance cloud-based contact center capabilities.

The role focuses on designing and maintaining telephony solutions, IVR, call flows, and integration with backend systems, with on-site support.

Candidates should have 4+ years in the field and a strong grasp of vendor management and disaster recovery planning.

Qualifications

• 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

Responsibilities

• 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.
• Design, engineering and operations of global suite of contact center technology built on heterogeneous platforms including cloud contact centers like NICE inContact, Genesis, Amazon Connect and AudioCodes.

Skills

NICE inContact/CXone experience

Contact Center domain knowledge

Tools

NICE inContact

CXone

Genesis

Amazon Connect

Job description

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

Location: Gurugram & Pune

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.