Infosys is seeking a Contact center consultant. This position will interface with key stakeholders and apply your technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design. You will play an important role in creating the high-level design artifacts. You will also deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.
Required Qualifications:
Candidate must be located within commuting distance of Omaha, NE or be willing to relocate to the area.
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Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
At least 4 years of Information Technology experience on Nice CXOne/ InContact, Nice Recording and related component
Able to work on Nice InContact. Can start new scripts on inbound, Outbound preview and predictive campaigns.
Experience with InContact Omnichannel, DFO, chat, and email.
Full understanding of SIP protocols and design criteria
Very familiar with inbound/outbound operations.
Preferred Qualifications:
Perform routine maintenance and monitor performance, capacity, and availability of the voice infrastructure.
Help design and implement short and long-term strategic plans to ensure the voice solutions meet existing and future requirements.
Design and implement new Nice InContact Call flow using InContact Studio application. Create skills and point of contacts as needed per client.
Troubleshoot, trace and identify any issues on Nice products scripts.
Act as point of escalation with recurring telecommunications issues which includes root cause and remediation.
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.