CX Strategy & Conversational AI Lead (NICE CXone)

Accenture Malaysia; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Prescription glasses & contact lenses

Employee assistance program

Health screening program

Recognition awards

Performance equity

Bonus programs

Job summary

Accenture Malaysia is seeking a CX technology specialist to implement and configure NICE CXone components, including IVR, ACD, omnichannel routing, WFM, and CRM/API integrations. You will join the CX team focused on CCaaS and interaction analytics, leading Conversational AI and Agent Assist integrations to boost omnichannel CX.

You will contribute to a dynamic global CX ecosystem, collaborating with clients and internal teams to drive innovative, scalable contact center solutions in a fast-paced

Qualifications

• Experience implementing NICE CXone components (IVR, ACD, omnichannel routing).
• Knowledge of CCaaS, WFM and CRM/API integrations.
• Experience with Conversational AI and Agent Assist.

Skills

NICE CXone

IVR

ACD

Omnichannel Routing

CCaaS

WFM

Interaction Analytics

CRM Integration

APIs

Conversational AI

Agent Assist

Tools

NICE CXone

NICE inContact

CXone Studio

CRM Integration

APIs

Job description

Accenture Malaysia is seeking a CX technology specialist to implement and configure NICE CXone components, including IVR, ACD, omnichannel routing, WFM, and CRM/API integrations. You will join the CX team focused on CCaaS and interaction analytics, leading Conversational AI and Agent Assist integrations to boost omnichannel CX.

You will contribute to a dynamic global CX ecosystem, collaborating with clients and internal teams to drive innovative, scalable contact center solutions in a fast-paced