Industrial Engineer specializing in production control and process improvements at MAHLE. Collaborating on task and cost analysis while developing and maintaining SAP materials.
About the role
- Omnichannel Engineer managing NICE CXone omnichannel telephony and digital messaging. Responsible for designing and implementing call flows to enhance customer support experiences.
Responsibilities
- Manage the NICE CXone omnichannel telephony and digital messaging channels
- Design, develop, and implement Studio Scripts and contact flows
- Ensure seamless and intuitive call and digital messaging flows
- Maintain NICE CXone administration and support IVR systems
- Document system scripts and contact flows for business continuity
- Collaborate with teams such as Viewer Experience Operations and Program Management
Requirements
- Bachelor's degree or equivalent in computer science, IT, or related field
- 3+ years in IVR and digital messaging system design and implementation
- 2+ years supporting NICE CCaaS tools
- Strong background in telecommunications, VoIP, and SIP technologies
- Proficient in scripting languages and database integration
- Excellent communication skills, problem-solving, and analytical abilities
Benefits
- medical, dental, and vision insurance
- comprehensive employee assistance program
- 401(k) retirement plan
- paid time off and holidays
- paid learning days
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