Contact Center Specialist (NICE CXone)

Tyler Technologies
$46,185 - $95,000
United States, Michigan, Troy
840 West Long Lake Road (Show on map)
Apr 22, 2025
Contact Center Specialist (NICE CXone) Apply Online Location Plano, Texas \| Yarmouth, Maine \| Troy, Michigan \| Remote Responsibilities Plan and conduct discovery sessions with support teams to document their needs in the form of functional requirements documents Research and provide internal and external content for executive presentations and reports. Collaborate with internal users to gather and analyze business requirements for contact center solutions, including telephony, e-mail, chat, IVR, skills based routing, knowledge management, CTI, interactions analytics, quality management, workforce management, AI, and reporting. Configure and customize these solutions. Assist teams in NICE CX1 role based training and best practices technology use. Build reports and dashboards Document call flows and implement them in the tool with IVR integrations Build chat workflows Conduct system testing and validation to ensure the reliability, scalability, and performance of contact center solutions built on the NICE CX1 platform. Stay up-to-date on industry trends, emerging technologies, and best practices related to contact center solutions and the NICE CX1 platform. Qualifications Bachelor's degree in computer science, information technology, or a related field. 5 or more years experience as a Contact Center Analyst, with a strong focus on architectural design, implementation, and support of cloud contact center solutions. 3 or more years experience in NICE CXone and UC environments. Experience implementing new teams and new tools within NICE CXone Experience creating and presenting to executive level stakeholders (technical and non-technical). Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences. Existing knowledge and/or industry certifications for NICE CXone and process automation technologies Contact Center as a Service (CCaaS) software management and domain experience. NICE CXone and CXone Studio Experience Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations. Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations. State-Specific Salary Range Disclosure Requirements Salary will generally fall between $46,185 - $95,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible. Apply Online Requisition Number:2025-6438 #LI-Remote #LI-SB1 Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.