Contact Center - Technology Consultant

Gro; Coppell (TX); Hybrid; USD 113,000 - 140,000; Full time

Job summary

Voxai Solutions, Inc. in Coppell, TX is seeking a hands-on Contact Center Technology Consultant with NICE CXone experience to support and optimize modern cloud-based customer engagement platforms. You will configure call routing, IVR flows, and AI-driven tools, troubleshoot issues, and collaborate with teams to deploy new features.

The role emphasizes day-to-day system support, ongoing optimization, and platform enhancements, with a focus on delivering scalable, reliable customer experiences.

Qualifications

• Direct, hands-on experience with NICE CXone (NICE inContact) is required.
• 2+ years working with contact center platforms (NICE, Genesys, Cisco, Avaya, etc.).
• Experience configuring call routing, skill-based routing, and contact flows.
• Familiarity with IVR systems, voice platforms, and digital channels (chat, messaging, etc.).
• Understanding of CTI concepts.
• Exposure to AI/self-service tools and chatbot technologies.

Responsibilities

• Perform hands-on configuration within NICE CXone, including call flows, routing, and platform enhancements.
• Provide ongoing support, maintenance, and optimization of enterprise contact center platforms.
• Build and maintain IVR workflows, dialog flows, and self-service automation.
• Support AI-driven customer engagement tools, including chatbots and virtual assistants.
• Troubleshoot system issues, analyze root causes, and resolve or escalate as needed.
• Monitor platform performance and recommend improvements to enhance customer experience.
• Collaborate with internal teams and stakeholders on system updates and enhancements.
• Assist in implementing new features, integrations, and platform updates.

Skills

NICE CXone

Contact center platforms

Call routing

IVR

CTI

AI/self-service tools

Troubleshooting

Communication

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

Cognigy

Job description

Gró Consulting is a dynamic, hard-working, fast-growing, and communicative environment that seeks to provide excellent service to our small and medium sized business clients.

Contact Center Technology Consultant (NICE CXone)

About the Role

Voxai Solutions, Inc. in Coppell, TX is seeking an in-person Contact Center Technology Consultant with hands-on experience in NICE CXone to support and enhance modern, cloud-based customer engagement platforms. This role is ideal for someone who enjoys solving technical challenges, improving system performance, and working directly with advanced contact center technologies including AI, IVR, and omnichannel solutions.

You will play a key role in day-to-day system support, configuration, and optimization, while contributing to ongoing platform improvements and new feature deployments.

About Voxai Solutions

We apply purpose-driven digital strategy and tailor-made CX solutions powered by Genesys products to elevate your brand.

Voxai is the partner for brands looking to embrace a customer-first and digital-first mindset. We exist to empower clients to own experiences that satisfy unmet customer needs. We help our clients reimagine their contact center to serve customers and employees better and provide sustainable growth through new experiences.

What You’ll Do

Perform hands-on configuration within NICE CXone, including call flows, routing, and platform enhancements

Provide ongoing support, maintenance, and optimization of enterprise contact center platforms

Build and maintain IVR workflows, dialog flows, and self-service automation

Support AI-driven customer engagement tools, including chatbots and virtual assistants

Troubleshoot system issues, analyze root causes, and resolve or escalating as needed

Monitor platform performance and recommend improvements to enhance customer experience

Collaborate with internal teams and stakeholders on system updates and enhancements

Assist in implementing new features, integrations, and platform updates

Required Experience & Skills

Direct, hands-on experience with NICE CXone (NICE inContact) – this is required

2+ years working with contact center platforms (NICE, Genesys, Cisco, Avaya, etc.)

Experience configuring call routing, skill-based routing, and contact flows

Familiarity with IVR systems, voice platforms, and digital channels (chat, messaging, etc.)

Understanding of CTI (Computer Telephony Integration) concepts

Exposure to AI/self-service tools and chatbot technologies

Strong troubleshooting, analytical, and communication skills

Preferred Qualifications

Experience working in cloud-based contact center environments (CCaaS)

Experience with Cognigy or similar conversational AI platforms

Background in contact center analytics, reporting, or workforce optimization tools

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Equivalent hands-on experience will also be considered

Why Join Us

Competitive compensation and growth opportunities

Details

Location: Coppell, TX
Employment Type: Active
Salary:$113000 - $140000 /per annual
Skill Level: Mid-Senior Level