Senior NICE CX-One - TAM

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in over 25 countries around the world. We currently have R&D centers in Ukraine, India, Poland, Spain, Canada and our headquarters in the US. As we continue to expand globally, we are seeing India, the United States, Canada, Argentina, and Brazil, rapidly evolve into key growth areas in the Miratech network. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Our ForeverRemote work culture offers you the utmost flexibility that comes with remote work.

Job Description

The world's largest Healthcare company is going through a Customer Experience transformation and Miratech is the trusted partner in this journey.

Transformation of traditional call center systems and processes to an omnichannel for our consumers, providers, and agents. The project's capabilities are a constant evolution of features and functions to support business needs. Client’s customer-focused contact center solutions offer solutions to enhance and execute a seamless conversation between consumers and advocates.

We are doing myriad projects across the spectrum of client's CX estate, including the development and implementation of routing/IVR strategies across various lines of business, BOT development/middleware, digital development for omnichannel experience, agent desktop creation and customization for various line of business demands, support the business architecture team, migrations off legacy systems, Digital expansion including LivePerson implementations as well as contact center production control and operations.

As a NICE CX-One Engineer, you will be crucial in transforming customer experiences within our health insurance DevOps team. Your responsibilities will include implementing and maintaining cutting-edge contact center software solutions.

Responsibilities:

• Script Development: Design, develop, and maintain scripts using NICE CXone's scripting language to automate and optimize customer service processes.
• Customization: Collaborate with customers and internal stakeholders to understand their specific requirements and customize scripting solutions to meet their needs.
• Integration: Integrate scripting solutions with other systems and software to ensure seamless data flow and process automation.
• Troubleshooting: Provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise.

Qualifications

• 5+ years of experience with CXone software.
• 5+ years of experience in Contact Center.
• Understanding all applications within the CXone portfolio and their interactions with other platforms and products is necessary.
• Prior experience with the vendor (NICE) is preferred, as extensive collaboration with vendor engineering/architecture is required for deploying the solution portfolio.
• Experience with Agile methodologies is necessary.
• Be proactive and capable of initiating new processes and thriving in a collaborative, agile team environment.
• Familiarity with Aha, Rally, and Agile methodologies.
• Adaptability and collaboration skills.
• Excellent communication skills.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.