Deloitte
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deloitte.com
Job details:
Summary
Position Summary
Job Title
Nice - Consultant
Role Summary
Design, configure, and extend the NICE CXone cloud contact Center platform, building omnichannel routing, IVR/IVA experiences, and integrations with CRM and enterprise systems. Deliver secure, scalable solutions and support production operations across voice and digital channels.
Key Responsibilities
- Configure and enhance CXone ACD: skills, queues, routing strategies, priorities, agent profiles, and business rules.
- Build and maintain IVR/call flows (voice and digital) using CXone scripting/tools (as applicable) and best practices for containment and handoff to agents.
- Develop integrations using CXone APIs (REST) for customer lookup, case creation, call/activity logging, dispositioning, callbacks, and workflow automation.
- Implement CRM/CTI capabilities (screen pops, click-to-dial, interaction logging) with platforms like Salesforce or Dynamics 365.
- Support digital channels (chat, SMS, email, social) routing and configuration where used.
- Configure and maintain reporting/analytics: interaction data extracts, KPI dashboards, and reconciliation with source-of-truth systems.
- Troubleshoot and resolve issues across routing, agent desktop behavior, integrations, and data flows; perform root-cause analysis and prevention.
- Ensure solutions meet security, privacy, and compliance requirements (PII/PCI handling, access controls, auditability).
- Produce technical documentation: design specs, configuration inventories, test plans, deployment/runbooks, and operational handover.
- Collaborate in Agile delivery: estimation, sprint execution, UAT support, and release management.
Required Qualifications (must-have)
- 3+ years in contact center engineering/development with 1–2+ years hands-on with NICE CXone (inContact).
- Strong experience with ACD/routing configuration (skills, queues, priorities, SLAs, overflow/after-hours, callbacks).
- Hands-on experience with CXone REST APIs and integration patterns (auth, retries, error handling, logging, observability).
- Proficiency in at least one integration language (e.g., JavaScript/TypeScript, Python, Java, C#) and solid JSON/data mapping.
- Experience implementing CRM/CTI integrations (screen pop, click-to-dial, interaction logging, dispositions).
- Working knowledge of telephony fundamentals (SIP/PSTN concepts, call flows, DTMF) sufficient for troubleshooting with voice/network teams.
- Strong debugging skills and ability to translate business requirements into technical designs.
Preferred Qualifications (nice-to-have)
- NICE CXone certifications (or comparable CCaaS certifications).
- Experience with WFM/QM/analytics modules (if in scope), speech analytics, or conversational AI/IVA tools.
- Experience with SSO/SAML, role-based access control, and enterprise identity patterns.
- Data/BI skills: SQL and dashboarding tools (Power BI/Tableau).
- Experience in regulated environments (PCI, HIPAA, SOX) and secure SDLC.
Typical deliverables
- Routing/IVR designs and builds, integration services, data extracts/reporting layers, monitoring/alerting, deployment plans, and production runbooks.
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Requisition code: 328993
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