Senior Nice CXOne Consultant

Responsibilities:

• Engage with key CX stakeholders of the customer and consult/guide them to next generation CX journey
• Define the omni-channel CX and digital transformation strategy and execute the delivery using Nice CXOne
• Identify the AI use cases to improve Customer eXperience and implement them on CXOne
• Design and implementation of Bots and automation tools
• Recognize and assess client key business drivers and challenges
• Articulate service strategy (refine, refresh, change, optimize, …) in the relevant digital domain
• Engage and partner with customers to jointly develop the architecture matching requirements and constraints
• Produce customized architecture standards
• Produce complex design documents
• Contributes to the effort of knowledge management (documentation of completed assignments, knowledge sharing through presentations, participation to consulting Communities of Interest, mentoring, …)

Requirements:

• Expert level knowledge and hands on experience in Nice CXOne and the CX eco systems
• Hands on experience with integration of voice & chat bots and CRM tools such as SAP, Sales Force, MS Dynamics
• Expert in AI and Digital channels and omni-channel designs and implementation using Nice CXOne
• Contact center organization and operation to be able to understand customer needs and translate them into a high level design
• Good understanding of 3rd party AI tools such as Google, AWS Lex etc.
• English skills B2/C1

Offer:

• Private medical care
• Co-financing for the sports card
• Constant support of dedicated consultant
• Employee referral program