Telephony Consultant - Melbourne, Australia - Nucleus Global Solutions

Description

• This is a technical SME role working with crossfunctional teams and business teams to support and implement complex contact center solutions.
• Confident in a clientfacing role and possess the ability to manage multiple stakeholders.
• Coordinate and perform release planning, development, testing, and releases on multiple IVR enhancements.
• Manage NICE BU and provide Subject Matter Expertise (SME) input into solution design, and optimisation for network solutions.
• Works with the Architecture team to design, develop, and deploy APIs.
• Understand business requirements with the ability to translate into technical requirements.
• Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
• Review support tickets with leadership and oversee any support questions from other team members who might be working on one of those tickets.

• 5+ years of Contact Center operations and/or engineering experience.
• Strong knowledge of Nice CXOne Studio, IP telephony and intelligent interaction routing.
• Working knowledge of Nice CXOne integrations with CRM environments i.e Salesforce etc.
• Experience in enterprise content management.
• Evaluating, improving, and maintaining user experience.
• Excellent organisational, verbal and written communication skills.
• Experience diagnosing and resolving errors in complex reports.
• Ability to work well independently or on a team.