Technical Manager

Job Description:

#LI-DNI
Minimum of 10-11 years of experience in a Technical/Service role in software, telecommunications, or in customer service, call/contact center, and/or service delivery.
•Minimum of 6-8 years of experience working in Nice CXone Studio should be proficient in using the platform to create, customize, and test customer engagement workflows.
•Strong Knowledge Speech Analytics and Gamification.
•Strong Knowledge PC Dialer, ProActive XS, & CXone Attendant, WFM, QM/QMA.
oHands-on experience with dialer scripting (agent and agentless) and methods – preview, progressive, predictive
•Strong understanding and experience designing complex call flows involving ACD, Admin, IVR, CTI, skills-based routing, and CTI integrations.
oHands-on administration of contact center security.
oExperience with Agent for CRM, Max client.
oUnderstanding of dispositioning, tags, and ACW.
•Working knowledge of RESTful /...