Company:
Women Impact Tech, LLC
Location: New York County
Closing Date: 27/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description
Locations: New York, NY / Chicago IL / Atlanta GA (Hybrid)
Lead technical resources for NICE CXone implementations, ensuring smooth deployment and integration.
Create detailed technical documentation, including designs based on specific business requirements.
Take full ownership and responsibility for end-to-end (E2E) design of the CCaaS (Contact Center as a Service) architecture, covering key elements such as:
Routing strategy
ACD and IVR design
API and data integrations
AI solutions for improved automation and customer engagement
Design and maintain reusable code libraries to promote efficiency in future development cycles.
Advise on the testing strategy and provide crucial input into test plans to ensure the solutions meet business and technical needs.
Oversee and estimate technical efforts throughout all phases of project execution, ensuring on-time and high-quality delivery.
Drive the migration from legacy/on-prem contact center platforms to CCaaS platforms, providing expertise and hands-on guidance.
Qualifications:
Must Have Skills:
10+ years of experience in building and managing Contact Center technology stack.
5+ years of E2E experience designing and building NICE CXone platforms.
Demonstrated success in migrating from on-prem contact center platforms to CCaaS platforms.
Strong expertise in designing and implementing enterprise-level CCaaS architecture.
Experience with Cloud Network infrastructure, ensuring reliability and scalability.
Familiarity with AI-driven solutions and their role in enhancing customer experience within CCaaS.
Additional Responsibilities:
Collaborate with cross-functional teams, including business analysts, architects, and stakeholders, to align technical designs with business objectives.
Ensure comprehensive technical oversight, including risk management, issue resolution, and clear communication across all teams.
Maintain awareness of evolving trends within the CCaaS industry, leveraging your expertise to influence internal strategies and customer success.
Preferred Qualifications:
Experience leading change management and global or regional rollouts of contact center transformation projects.
A track record of working with external vendors (e.g., Genesys, Avaya, NICE CXone) to drive large-scale implementations
Locations: New York, NY / Chicago IL / Atlanta GA (Hybrid)
Lead technical resources for NICE CXone implementations, ensuring smooth deployment and integration.
Create detailed technical documentation, including designs based on specific business requirements.
Take full ownership and responsibility for end-to-end (E2E) design of the CCaaS (Contact Center as a Service) architecture, covering key elements such as:
Routing strategy
ACD and IVR design
API and data integrations
AI solutions for improved automation and customer engagement
Design and maintain reusable code libraries to promote efficiency in future development cycles.
Advise on the testing strategy and provide crucial input into test plans to ensure the solutions meet business and technical needs.
Oversee and estimate technical efforts throughout all phases of project execution, ensuring on-time and high-quality delivery.
Drive the migration from legacy/on-prem contact center platforms to CCaaS platforms, providing expertise and hands-on guidance.
Qualifications:
Must Have Skills:
10+ years of experience in building and managing Contact Center technology stack.
5+ years of E2E experience designing and building NICE CXone platforms.
Demonstrated success in migrating from on-prem contact center platforms to CCaaS platforms.
Strong expertise in designing and implementing enterprise-level CCaaS architecture.
Experience with Cloud Network infrastructure, ensuring reliability and scalability.
Familiarity with AI-driven solutions and their role in enhancing customer experience within CCaaS.
Additional Responsibilities:
Collaborate with cross-functional teams, including business analysts, architects, and stakeholders, to align technical designs with business objectives.
Ensure comprehensive technical oversight, including risk management, issue resolution, and clear communication across all teams.
Maintain awareness of evolving trends within the CCaaS industry, leveraging your expertise to influence internal strategies and customer success.
Preferred Qualifications:
Experience leading change management and global or regional rollouts of contact center transformation projects.
A track record of working with external vendors (e.g., Genesys, Avaya, NICE CXone) to drive large-scale implementations
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