at Teksystems in Chicago, Illinois, United States
Job Description
Description:
Our client is looking for two Contact Center Engineer’s to help support their migration from their on-prem Contact center platform to cloud based. They are currently on Avaya and are migrating over to RingCentral CXone. The ideal candidate will have in-depth knowledge of the RingCentral CXone platform and been apart of a previous call center migration. Additional duties include:
- Instill Best Practices Design and Implementation
- Support migration from Avaya to NICE CXone (Ring Central white label)
o CXone Telephony POC (Point of Contact) Configuration changes
? teach resources how to do
o CXone ACD Configuration changes
? teach resources how to do
o CXone Dialer Support
? Create and Edit Campaigns
o CXone Studio IVR Scripting development and changes
? teach resources how to do
o Build CXone Dashboards / Reports
? Out of the box (OOB) reporting
? how to customize
? build and teach report creation
o CXone QM Forms
? Build Forms
? Enable Automation and Scheduling of QM Forms
? Provide QM Level Dashboard/Reports
o CXone WFM
? Build/Adjust WFM Forecasts
? Build/Adjust Schedules
? export data from Pipkins WFM
? load data
? create forecasts
? teach resources how to do
? likely a Phase 2 effort
o CXone Interaction Analytics
? Help configure/adjust Dashboards and Settings
o Integration Support – EPMS, Balto, SNOW, RevSpring – Payment IVR
? assist in getting data passed back and forth between CCAAS and our internal CRM/P3/Data Lake
About TEKsystems:We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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