100% Remote CCaaS (NICE & IVR) Techno-Functional Lead

DMS Vision IncAK, United States

6 days ago

Job type

Full-time

Remote

Quick Apply

Job description

Hi,

Hope you are doing well,

Please find the job description given below and let me know your interest.

Position : 100% Remote CCaaS (NICE & IVR) Techno-Functional Lead

Location : Remote

Duration : 12+ month project

Visa : ONLY USC AND GC

Job Description

This position requires someone who has Utility experience and have worked with Utility companies to improve their IVR containment

Role : CCaaS Techno-Functional Lead (NICE & IVR)

Overview : Seeking a Techno-Functional Lead with strong experience in NICE inContact and IVR systems to support ongoing enhancements and integrations within their customer engagement environment. This role requires a balance of business process understanding and technical capability , focusing on both system improvements and deployment support.

Key Details : Project Background :

Implemented IVR (Omelia) in 2023.

The environment is continuously evolving with regular enhancements and optimizations.

Role Focus :

Collaborate with the business and NICE teams to understand enhancement requests and translate them into actionable technical requirements.

Work cross-functionally to support deployment and implementation of new features.

Must be functional enough to capture and document requirements and technical enough to understand scripting and system capabilities.

Current Systems :

NICE inContact for contact center operations.

IVR : Omelia.

Fully integrated with the mainframe billing system and ACD / CRM components that connect to the agent desktop.

Technical Expectations :

Understanding of IVR scripting and ability to support or guide development.

Familiarity with NICE platform configuration and integration processes.

Job Overview :

CaaS Techno-Functional Lead

Configure and manage NICE solutions, including NICE inContact and Workforce Management (WFM) systems.

Integrate NICE with other business tools like CRM and ACD for seamless customer interaction management.

Monitor system health and performance, identifying and addressing issues proactively.

Generate and analyse reports to track performance metrics and recommend improvements.

Design, develop, and maintain IVR scripts to optimize customer interactions.

Troubleshoot and resolve any issues related to the IVR system, ensuring minimal disruption to services.

Continuously improve IVR flows based on customer feedback, performance analysis, and business needs.

Ensure proper integration of IVR with back-end systems (e.g., CRM, databases).

Work closely with IT, customer service, and operations teams to align NICE and IVR systems with business objectives.

Provide technical support and training to internal teams on system functionality and optimization.

Stay updated on industry trends and new technologies to improve the customer experience and operational processes.

Project Management experience will be an add on.

Requirements :

5+ years of strong experience with NICE customer engagement solutions (NICE inContact, NICE WFM) and IVR system administration.

Strong understanding of call centre operations, customer interaction technologies, and telephony systems.

Proficiency with IVR scripting languages and tools (e.g., Genesys, Avaya, Cisco).

Solid understanding of data analytics and reporting, with the ability to analyse system performance and make data-driven decisions. ( Not important)

Familiarity with CRM systems (e.g., Salesforce, Zendesk) and their integration with NICE and IVR solutions.

Excellent troubleshooting and problem-solving skills.

Strong communication and interpersonal skills, with the ability to work cross-functionally in a collaborative environment.

Certification in NICE products or IVR technologies is a plus.

Good to have experience with cloud-based customer engagement platforms.

Good to have knowledge of speech analytics, chatbots, and AI-driven customer service technologies.

Responsibilities :

We are looking for an experienced NICE & IVR Systems Specialist who will be responsible for the configuration, maintenance, and optimization of NICE (Customer Engagement Solutions) and IVR systems to ensure the seamless operation of our customer service functions. This position requires both technical expertise and a strong understanding of customer interaction workflows.

Thanks & Regards,

Gaurav Gaur

Email : gaurav@dmsvisions.com | Phone : 972-645-9280

LinkedIn : https : / / www.linkedin.com / in / gaurav-gaur-hr /

DMS Vision ,INC

4645 Avon Lane, Suite 210

Frisco, TX 75033

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Remote • AK, United States

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