Our Client is looking for a NICE CXone Voice Builder to provide hands-on support for a client project. This is a part-time consulting engagement of approximately 10 hours per week and is ideal for someone who has direct experience building and configuring voice solutions within the NICE CXone platform.
Responsibilities:
- Build and configure voice and call flows within NICE Cxone
- Develop and modify IVR experiences, routing logic, menus, prompts, and related voice workflows
- Translate business and operational requirements into functional voice configurations
- Configure call routing and escalation paths based on defined requirements
- Test voice experiences and troubleshoot call-flow, routing, and configuration issues
- Identify gaps or technical constraints and recommend practical solutions
- Make updates and refinements based on testing results and stakeholder feedback
- Support integrations and dependencies that affect voice workflows, as appropriate to the project
- Document configurations, logic, changes, and technical decisions
- Collaborate with project stakeholders to ensure voice experiences work as intended and meet business requirements
- Proactively communicate progress, blockers, risks, and questions
- Work with client project team to communicate any fundamental changes or nuances that would impact the COE project
Requirements
- Hands-on experience building voice solutions in NICE CXone (CX1)
- Experience developing and configuring IVRs, call flows, routing, prompts, and related voice functionality
- Working knowledge of CXone Studio and the tools used to build and maintain voice experiences
- Ability to understand business requirements and translate them into functional configurations
- Strong testing, troubleshooting, and problem-solving skills
- Ability to work independently and take ownership of assigned builds and deliverables
- Clear communication and documentation skills
- Comfortable collaborating with both technical and non-technical stakeholders
- Experience supporting contact center technology within healthcare, healthcare services, or another complex or regulated environment is a plus
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