RARR Technologies Hiring for NICE ADMIN at Chennai, Tamil Nadu Full Time

Full Job Description
Job Details – NICE ADMIN

Job ID :
RARR Job 2873

Job Title :
NICE ADMIN

Job Type :
Permanent

Job Location :
CHENNAI, GURGAON, NOIDA

Total Experience :
7 – 12 Years

Skills :
NICE ADMIN

Posted – 17/01/2023

Job Description :
Roles & Responsibilities:
Assist with implementation, and management of the CCaaS system, ensuring that Service and peripherals are optimally configured to match business processes and meet business needsManage Contact Center Software and tools efficiently (i.e. CX ONE User Hub, ACD, IVR, Performance Management)Become an SME (subject matter expert) in products, processes, and systemsOwn technical configuration of the system as requiredAnalyze IVR routing to ensure proper destination and outcomesProvide business analysis, business area assessment, the user needs analysisRegularly review dashboard reporting and performance management for consistency and clarityEnsure managerial users are able to access, utilize, and comprehend platform tools including Performance Management, Quality Management, and Interaction AnalyticsIdentify campaign process and performance gaps and collaborate with center management to develop action plans based on findingsWork cross-functionally with call center management to evaluate KPIs and performance at the team and individual levelTroubleshoot issues and outages and submit support cases as neededCommunicate new/revised processes and changes to the team; ensure understanding of information and implementation of process/changes
Skills/Qualifications:
Bachelor’s Degree in Management Information Systems, Information Technology, Computer Science or Business Administration5+ years of experience delivering solutions using a CCaaS platform.Experience implementing or integrating with CRMs and/or Contact Center SolutionsFamiliarity using APIs and understanding their operationExperience with NICE in Contact requiredExperience with Studio Scripting Tool requiredKnowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [QM]) tools
Feel free to connect if you need any information. Looking forward for the profiles at earliest possible.