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Telephony Consultant

5 months ago

Melbourne, Australia Nucleus Global Solutions Full time

**Responsibilities**
- This is a technical SME role working with cross-functional teams and business teams to support and implement complex contact center solutions.
- Confident in a client-facing 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.

**Skills Needed**
- 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.