5 Cxone Jobs

Seeking a CCaaS Business Analyst to bridge client needs with tech solutions, gather requirements, build call flows, support UAT, and deliver CX using platforms like NICE CXone, Genesys, or Five9. 5+ yrs BA & 4+ yrs CCaaS experience required.

Key Responsibilities: Department Overview: The Global Collaboration Services team is a part of the End User Services organization at Chubb with primary responsibility for operations of all corporate and contact center voice, video and web conferencing services globally. We work with various architecture and engineering teams to implement design patterns providing low-cost, highly available, flexible and secure solutions. With service in over 50 countries, we are relentlessly focused on driving and improving the end user experience thru advancement of technology, process improvement and enhanced partnerships with our stakeholders. Job Description Successful candidates will be responsible for the implementation and support of on-prem solutions as well as playing a primary role in our move to UCaaS and CCaaS cloud solutions. The candidate will work with our infrastructure architecture and project teams to build, test, and deploy new solutions along with creating migration strategies to retire legacy technology. Accountabilities: Lead project teams as subject matter expert for the implementation of UC and Contact Center solutions Deploy/migrate sites and solutions and consolidate distributed telephony technologies to our global platforms including configuration of gateways Interface with business partners for requirements gathering and implementation of call flow modifications (CUCM, CVP and future cloud platforms) Provide escalation support for L2 operations team Create operational documentation of new solutions Assist in managing vendor partners to ensure SLAs are being met Qualifications: 5+ years relevant experience working in UC and/or Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM, call recording services) Demonstrate a professional level understanding of UC and/or Contact Center design patterns for solutions with Cisco, Nice inContact, Genesys and Microsoft Experience deploying and supporting Nice inContact, CUCM, UCCE, WebEx Calling or other leading collaboration or contact center solutions Proven technical troubleshooting skills in a complex environment with 3rd party integrated solutions Experience with global telecommunications providers SIP trunking and TDM solutions and their regional routing and regulation requirements Knowledge and experience with network infrastructure (QoS, routing, DHCP, DNS and ability to packet capture/troubleshoot) Understanding of security infrastructure with respect to implementing collaboration services (firewall, VPN, certificates, encryption, etc) Experience with project management methodologies (Agile, SDLC, DevOps etc) Excellent communication and documentation skills with ability to interface with business users and executives as well as other architecture/engineering teams to create diagrams, call-flows and implementation presentations for technical and non-technical audiences Must be self-starter with ability for deep independent work as well as collaboration with others in a distributed global team Education: Bachelor’s degree or equivalent work experience Professional level certifications (CCNP-Collaboration or higher Qualifications At least 8 eight years of relevant experience with Contact Center, ACD, IVR, WFM, and recording services including architecture design, configuration, implementation projects, and complex system integrations. Experience transforming distributed contact center systems into global technology standard Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment. Strong platform experience with leading collaboration technologies and certifications are a plus. Experience with any of the following: o NICE CXOne, inContact o Genesys PureCloud / Engage Cloud o Cisco Contact Center Enterprise o Avaya Contact Center Hands on engineering expertise building call flows and platform configuration, including API integrations and voice & chat infrastructures. Experience configuring integrations with global telecommunications providers, SIP trunking, and knowledge of global routing and regulations. Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations. Ability to manage multiple projects in a dynamic environment and experience with project delivery successes that include deploying new technologies, softphones, mobile workforces, and unified communications systems. Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations Knowledge and experience engaging with networking infrastructure teams (Firewall rules, QoS, Routing, Packet Captures, DHCP, DNS, Active Directory, etc.) Understanding of security infrastructure within the context of collaboration services (firewalls, VPN, key management, encryption, certificates, etc.) Strong ability to identify, understand and communicate business needs and application architectures for technical projects. Excellent communication and collaboration skills; ability to effectively communicate across all levels is required.

Primary Function of Position: This position has responsibility for the deployment, support and upgrade of production Zoom Phone, Zoom Meeting, NICE infrastructure supporting worldwide locations. Test and evaluate voice and video systems for optimum performance in support of ongoing and future business needs. Manage global telecom ISP for SIP trunk and voice circuits. In addition, this position will review, plan, and evaluate voice systems and work closely with network engineering team on design, configuration, and troubleshooting. Zoom Phone and NICE contact center focus is a must. Roles and Responsibilities This position has responsibility and authority for: • Implementing and supporting enterprise class voice networks to support Zoom Phone, NICE CxOne contact center, SFDC voice, and AudioCode. • Deploy voice infrastructures in new and existing offices worldwide. • Proactive management, monitoring, troubleshooting, and technical analysis of the global voice infrastructure. • Help with the development and implementation of voice, video, and collaboration technology roadmaps globally. • Perform troubleshooting to isolate and diagnose voice and video problems. • Design, configure and script NICE CxOne contact center software (ICM, CVP, IP-IVR), third-party software and integrated peripherals systems. • Call routing, configuration, ICM scripting • Assist in the development of voice and video network operations processes, procedures, and documentation. • Manage worldwide telecom vendors to obtain the best voice service • Competency Requirements • Competency is based on education, training, skills, and experience. To adequately perform the responsibilities of this position the individual must: • Hands on experience with Zoom Phone, NICE CxOne contact center, and SBC • NICE ICM Enterprise development and deployment experience, including scripting, configuration, and call routing. • IP-IVR, CVP integration design and deployment • Experience with Zoom / Poly / Neat Room video conference and integration to Zoom • Hands on experience with Cisco Cube and Voice Gateways and Zoom Phone • Minimum of 3+ year hands on experience in Cisco and Zoom voice and basic network engineering is required. • Strong ability to identify, determine and document customer requirements. • Solid written and verbal communication proficiencies, quick learning abilities and self-motivated team player. • Required Skills and Experience: • BS in Computer Science or another similar technical field • Minimum of 3+ year of hands-on experience in Voice and Collaboration engineering • Zoom Phone, Cisco Voice, NICE (ICM, CVP, IP-IVR) • Video conferencing with multi-vendor platform (Zoom, Poly, Cisco) • Collaboration with Zoom Meeting and Phone • Good communication and documentation skills Notes: • Should have strong communication skills • Experience working with large teams • NICE CxOne contact center experience is main preference • Experience with SFDC • Implementation experience is needed • Support and implementation experience

Role : Telecom Engineer with NICE inContact Location: Gurugram Mode: Work from Office 24*7 Education and Essential Experience: Bachelor degree in Engg. 4 + years overall experience. Mist have exp in NICE inContact CXone solutions, including voice, chat, email, and SMS channels. Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using API Good to have Contact Center domain exp Certifications in contact center management or NICE CXone platforms are advantageous IGT Solutions provides equal employment opportunities to all individuals based on jobrelated qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.

RingCentral Office, NICE inContact CXOne, Avaya S8300 (On-Prem) Research software updates to increase capacity and optimize performance Identify short-term goals to increase productivity in communications infrastructure See that all equipment functions are optimized for efficiency Perform network analysis to improve security and prevent future failures or downtime Research new technologies to stay abreast of field developments Call flow creation and management, Script creation Deliver IVR related Change Request/Service Request/Incidents and troubleshooting Recording configuration and management Voice mail set up and configuration Setup in the application for queues, routing, SLAs Skill-based auto-routing 2nd level of troubleshooting. Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems. Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers. Timely handoff (escalation) of cases that require technical assistance to NOC etc. Manage his backlog efficiently, with a focus on customer satisfaction and first call resolution. Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise. Support of the various Voice Platforms like RingCentral Office, NICE inContact CXOne, Avaya S8300 (On-Prem) CN-SH, Avaya S8500 (On-Prem) CN-GZ, Digital Phone System by ChugHwa Telecom (On-Prem) TW, Babble (Sesui) (Cloud-based) UK etc. Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems.'