CX – NICE Engineer 2 (WFM/QM)

CX – NICE Engineer 2 (WFM/QM)
Remote
Contract

The CXone - NICE Engineer 2 (WFM/QM) role involves working with the CXone and NICE customer experience platforms to design, configure, and implement workforce management (WFM) and quality management (QM) solutions that meet the needs of the organization and its customers. This role requires a deep understanding of CXone and NICE technologies and tools, as well as experience with contact center operations and customer experience design.

Responsibilities of a CXone - NICE Engineer 2 (WFM/QM) role may include:

• Configuring and customizing CXone and NICE products to meet business requirements for WFM and QM, including forecasting, scheduling, adherence tracking, quality monitoring, and coaching.
• Designing and implementing WFM and QM workflows, such as scheduling and evaluation processes.
• Collaborating with cross-functional teams to integrate CXone and NICE solutions with other contact center technologies, such as CRM and telephony systems.
• Troubleshooting and resolving technical issues related to CXone and NICE WFM and QM products and integrations.
• Developing and maintaining documentation of system configurations, workflows, and procedures.
• Conducting testing and quality assurance of CXone and NICE WFM and QM products and configurations.
• Providing training and support to end-users and stakeholders.
• Staying up-to-date with industry trends and advancements in CXone and NICE WFM and QM technologies.

Qualifications for a CXone - NICE Engineer 2 (WFM/QM) role may include:

• Bachelors degree in Computer Science, Information Systems, or related field.
• 3-5 years of experience in CXone and NICE WFM and QM configuration and implementation.
• Strong understanding of contact center operations and customer experience design principles.
• Experience with scripting languages such as JavaScript and Python.
• Excellent communication and interpersonal skills, with the ability to collaborate with technical and non-technical stakeholders.
• Ability to work independently and manage multiple projects simultaneously.
• Strong analytical and problem-solving skills.
• Knowledge of cloud-based computing and virtualization technologies.