Cloud CX Transformation Consultant (NICE CXone)

Accenture; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Global exposure

Continuous learning opportunities

Job summary

Accenture in Malaysia is seeking a NICE CXone Consultant to design, implement, and optimize cloud contact center solutions that drive customer engagement and operational efficiency.

You will collaborate with stakeholders and technology teams to deliver scalable CX solutions using NICE CXone and related technologies, including CRM integrations and analytics. The role involves workshops, demos, and ongoing solution enhancements in a global delivery context.

Qualifications

• Experience implementing or supporting NICE CXone solutions.
• Strong understanding of CCaaS platforms and CX technologies.
• Experience with omnichannel engagement solutions and IVR design.
• CRM integrations such as Salesforce, Dynamics 365, ServiceNow or similar.

Responsibilities

• Lead design, configuration, implementation, and optimization of NICE CXone solutions.
• Gather and analyze business requirements and translate to scalable contact center solutions.
• Configure and deploy NICE CXone capabilities (IVR, WFM, QM, Analytics, Digital Channels).
• Collaborate with cross-functional teams to integrate CXone with CRM, telephony, and enterprise apps.
• Support migration from legacy contact centers and conduct workshops with clients.
• Create implementation documentation, solution designs, and operational procedures.

Skills

NICE CXone

CCaaS

Omnichannel

IVR

ACD

WFM

QM

CRM Integrations

Agile

Cloud platforms

Tools

Salesforce

Microsoft Dynamics 365

ServiceNow

Job description

Accenture in Malaysia is seeking a NICE CXone Consultant to design, implement, and optimize cloud contact center solutions that drive customer engagement and operational efficiency.

You will collaborate with stakeholders and technology teams to deliver scalable CX solutions using NICE CXone and related technologies, including CRM integrations and analytics. The role involves workshops, demos, and ongoing solution enhancements in a global delivery context.