Project Role: Application Tech Support Practitioner

Project Role Description: Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills: Cloud Contact Center Implementation

Good to have skills: NA

Minimum 3 year(s) of experience is required

Educational Qualification: 15 years full time education

NICE CXone Support and Development Engineer will be responsible for providing technical support and development services for the NICE CXone cloud-based customer experience platform. This role involves troubleshooting issues, optimizing configurations, managing integrations, and developing customized solutions to enhance the functionality of CXone for clients. The individual will also work closely with cross-functional teams to ensure the successful implementation, operation, and enhancement of CXone features.

Key Responsibilities:

1. Support:
   a. Provide technical support for NICE CXone platform users, addressing inquiries, troubleshooting issues, and resolving problems related to system functionality, integrations, and performance.
   b. Diagnose, escalate, and track reported issues to resolution, ensuring minimal system downtime and user impact.
   c. Collaborate with the internal support team and customers to troubleshoot and resolve integration issues with CRM systems, telephony, and third-party applications.
   d. Document incidents and solutions for internal knowledge base and client reference.

Development & Customization:

a. Assist in the customization of the NICE CXone platform, including configuration of IVR, ACD, and reporting systems.
b. Develop and implement new features, interfaces, and enhancements within the NICE CXone environment.
c. Work with customers to define requirements and deliver tailored solutions to meet their business needs.
d. Maintain and improve existing configurations to ensure optimal system performance and user satisfaction.
e. Utilize APIs, scripting, and integrations to automate processes, optimize workflows, and improve efficiency.
3.

System Monitoring & Optimization:

a. Monitor system performance to ensure availability, reliability, and scalability of the NICE CXone environment.
b. Implement best practices for system configuration, including performance tuning and optimization to meet SLA
c. Proactively identify and resolve potential system issues or bottlenecks.
4.

Collaboration & Training:

a. Work closely with development teams, product managers, and other departments to improve CXone features, functionality, and performance.
b. Provide guidance and training to internal teams and customers on the effective use and troubleshooting of NICE CXone.
c. Assist in user acceptance testing (UAT) and provide feedback to product development teams.
5.

Documentation & Reporting:

a. Create and maintain detailed documentation for configuration, processes, and troubleshooting steps.
b. Prepare and present regular status reports to management regarding ongoing issues, system improvements, and development progress.
c. Ensure proper knowledge transfer and best practice sharing across teams.

Required Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
• Certifications in NICE CXone, ITIL, or relevant technical areas.
• Proven experience with NICE CXone (or similar cloud-based contact center solutions).
• Strong experience with telephony systems, IVR, ACD, and omnichannel solutions.
• Proficiency in system integrations (API, web services, and CRM integrations).
• Experience with troubleshooting and resolving technical issues related to cloud-based platforms.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to work independently, as well as collaborate with cross-functional teams.
• Excellent communication skills and customer-facing experience.

Working Conditions:

• Full-time position with the flexibility to work remotely or from the office.
• Availability for occasional after-hours support or on-call rotation as need

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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