Nice InContact Implementation

HCLTech; Lucknow; On-site; INR 4,00,000 - 8,00,000; Full time

Job summary

An established industry player is seeking a talented implementation specialist to lead the deployment of the NICE InContact platform. This role involves planning, designing, and executing implementations tailored to organizational needs, while ensuring seamless integration with CRM systems and other business applications. The ideal candidate will possess strong technical skills in NICE InContact tools and telephony systems, along with excellent communication abilities to train end-users effectively. Join a dynamic team where your contributions will enhance customer service capabilities and drive operational excellence.

Qualifications

• Excellent communication and documentation skills.
• Proficiency in NICE InContact and telephony systems.

Responsibilities

• Plan and execute the implementation of the NICE InContact platform.
• Integrate NICE InContact with CRM and other business applications.
• Conduct training sessions for end-users and maintain documentation.

Skills

NICE InContact Studio, Central, or CXone tools

VoIP, SIP, and telephony systems

Implementing NICE InContact or similar solutions

Contact center technologies (IVR, ACD)

CRM systems integration (Salesforce, Zendesk)

Java, Python, or C# for backend development

Customer communication skills

Education

NICE InContact CIP Core (Mandatory)

NiCE InContact CIP Core Plus

NiCE CXOne CIP Quality Management

NiCE CXOne CIP Workforce Management

Tools

MS OFFICE (Including MS Project and Visio)

Job description

Soft Skills requirements:

1. Excellent communication and conversation skills (Verbal and Written)
2. Good documentation skills
3. Good working knowledge of MS OFFICE (Including MS Project and Visio)
4. Should have good customer handling skills

Certification requirements:

1. NICE InContact CIP Core (Mandatory)
2. NiCE InContact CIP Core Plus
3. NiCE CXOne CIP Quality Management
4. NiCE CXOne CIP Workforce Management

Skills required:

1. Proficiency in NICE InContact Studio, Central, or CXone tools.
2. Knowledge of VoIP, SIP, and telephony systems.
3. Proven experience implementing NICE InContact or similar cloud-based contact center solutions.
4. Strong understanding of contact center technologies, including IVR, ACD (Automatic Call Distribution), and call routing.
5. Experience with integrations involving CRM systems (e.g., Salesforce, Zendesk).
6. Proficiency in languages like Java, Python, or C# for backend development.
7. Good customer communication skills.

Roles & Responsibilities:

1. Plan, design, and execute the implementation of the NICE InContact platform to meet organizational needs.
2. Configure contact routing, IVR (Interactive Voice Response), scripting, and other system components.
3. Integrate NICE InContact with CRM systems, workforce management tools, and other business applications.
4. Conduct training sessions for end-users and administrators.
5. Develop and maintain training materials and system documentation.
6. Coordinate project timelines, deliverables, and milestones with internal stakeholders and external vendors.