NICE CXone Consultant

Accenture; Kuala Lumpur; On-site; MYR 95,000 - 150,000; Full time

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.

Skills

NICE CXone

CCaaS

Omnichannel

IVR design

WFM

Tools

NICE CXone

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.