NICE CXone Consultant

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

Transform Customer Experience with Cloud Contact Center Innovation

At Accenture, we help organizations reimagine customer engagement through intelligent, cloud-based contact center solutions. Join a team of passionate consultants and technology specialists who deliver innovative customer experience (CX) transformations leveraging industry-leading platforms such as NICE CXone.

If you are experienced in contact center technologies, customer experience transformation, and cloud platform implementations, this is your opportunity to work with global clients across industries and drive meaningful business outcomes.

About the Role

As a NICE CXone Consultant, you will play a key role in designing, implementing, and optimizing cloud contact center solutions that enhance customer engagement, improve operational efficiency, and support digital transformation initiatives.

You will collaborate with business stakeholders, architects, and technology teams to deliver scalable and innovative customer experience solutions using the NICE CXone platform and related technologies.

Key Responsibilities

• Lead and support the design, configuration, implementation, and optimization of NICE CXone solutions.
• Gather and analyze business requirements, translating them into scalable contact center solutions.
• Configure and deploy NICE CXone capabilities, including:
• Interactive Voice Response (IVR)
• Workforce Management (WFM)
• Quality Management (QM)
• Analytics and Reporting
• Digital Channels
• Collaborate with cross-functional teams to integrate NICE CXone with CRM, telephony, and enterprise applications.
• Support migration and modernization initiatives from legacy contact center platforms to NICE CXone.
• Conduct workshops, requirements-gathering sessions, and solution demonstrations with clients.
• Create implementation documentation, solution designs, and operational procedures.
• Support testing activities, user acceptance testing (UAT), training, and deployment.
• Troubleshoot implementation issues and provide ongoing solution enhancements.
• Contribute to business development activities, including RFP responses, solution proposals, and effort estimations.
• Create thought leadership, accelerators, and reusable assets to strengthen Accenture's Customer Experience practice.

Preferred Qualifications

Technical Expertise

• Hands-on experience implementing or supporting NICE CXone solutions.
• Strong understanding of Contact Center as a Service (CCaaS) platforms and customer experience technologies.
• Experience with:
• Omnichannel customer engagement solutions
• IVR design and administration
• ACD and call routing strategies
• Workforce Management and Quality Monitoring
• Customer journey optimization
• Knowledge of CRM integrations such as Salesforce, Microsoft Dynamics 365, ServiceNow, or similar platforms.
• Familiarity with cloud technologies, APIs, web services, and integration frameworks.
• Understanding of contact center KPIs and operational metrics.
• Experience with Agile delivery methodologies and project management practices.

What You'll Bring

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management capabilities.
• Ability to work effectively in global and cross-functional teams.
• Strong consulting mindset with a focus on delivering measurable business value.
• Passion for customer experience innovation and digital transformation.

Why Accenture?

At Accenture, you'll work alongside exceptional people, leverage leading technologies, and help organizations unlock the full potential of customer experience transformation. We offer continuous learning opportunities, global exposure, and an inclusive environment where innovation thrives.

Equal Employment Opportunity Statement

Accenture is committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified candidates and are dedicated to providing equal opportunities for everyone.