NICE CXone Cloud Contact Center Consultant

Accenture

Kuala Lumpur

On-site

MYR 95,000 - 150,000

Full time

12 days ago

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Job summary

Accenture in Kuala Lumpur, Malaysia, seeks a NICE CXone Consultant to design, implement, and optimize cloud contact center solutions. You will work with business stakeholders and technologists to deliver scalable experiences using NICE CXone and related technologies.

You will collaborate across teams to gather requirements, configure IVR and WFM, and drive modernization of CX platforms for global clients. The role emphasizes analytics, integration with CRM systems, and ongoing solution

Qualifications

Experience implementing or supporting NICE CXone solutions.
Strong understanding of CCaaS platforms and CX technologies.
Familiar with omnichannel engagement, IVR design, ACD, routing.

Responsibilities

Lead design, configuration, and optimization of NICE CXone solutions.
Gather and translate business requirements into scalable contact center solutions.
Configure features: IVR, WFM, QM, analytics, digital channels.
Integrate NICE CXone with CRM, telephony, and enterprise apps.
Support migration from legacy platforms to NICE CXone.
Conduct workshops and solution demonstrations with clients.
Create implementation documentation and operational procedures.
Support testing, UAT, training, and deployment.
Troubleshoot issues and deliver ongoing enhancements.
Contribute to RFPs, proposals, and effort estimations.
Develop accelerators and reusable assets for CX practice.