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Accenture Hiring! Full Time Nice CXOne Consultant in Federal Territory - Ricebowl

Nice CXOne Consultant

Accenture

Undisclosed

Full Time

KL City, Federal Territory

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Working Location

  • Jalan Sultan Mizan Zainal Abidin, Kompleks Kerajaan Kuala Lumpur Federal Territory Malaysia

Job Description

Responsibilities

We are looking for a NICE CXone Consultant to design, implement, configure, and support cloud contact center solutions using the NICE CXone platform. The ideal candidate will have hands-on experience with contact center technologies, omnichannel routing, IVR, workforce optimization, and system integrations to deliver seamless customer experiences.



Key Responsibilities

  • Design, configure, and implement NICE CXone solutions based on business requirements.
  • Develop and maintain IVR call flows using NICE Studio.
  • Configure ACD, skills-based routing, queues, routing profiles, and agent settings.
  • Implement and support digital channels including chat, email, SMS, and social messaging.
  • Configure Workforce Management (WFM), Quality Management (QM), Performance Management, and Analytics modules where applicable.
  • Integrate NICE CXone with CRM platforms such as Salesforce, Microsoft Dynamics, ServiceNow, or other enterprise applications.
  • Support API integrations using REST APIs and web services.
  • Troubleshoot production issues and perform root cause analysis.
  • Participate in solution design workshops and client discussions.
  • Prepare technical documentation, configuration guides, and knowledge transfer materials.
  • Perform testing, UAT support, deployment, and post-production hypercare.
  • Collaborate with cross-functional teams throughout the project lifecycle.


Required Skills

  • Hands-on experience with NICE CXone implementation or administration.
  • Experience with NICE Studio for IVR and call flow development.

Knowledge of:

  • Automatic Call Distribution (ACD)
  • Interactive Voice Response (IVR)
  • Omnichannel Routing
  • Digital Channels
  • Workforce Management (WFM)
  • Quality Management (QM)
  • Recording
  • Analytics and Reporting
  • Experience integrating NICE CXone with CRM or enterprise applications.
  • Understanding of SIP, VoIP, telephony, and contact center architecture.
  • Experience with REST APIs and web services.
  • Strong troubleshooting and problem-solving skills.


Preferred Skills

Experience with:

  • Salesforce Service Cloud
  • Microsoft Dynamics 365
  • ServiceNow
  • AWS
  • Azure
  • Knowledge of scripting languages such as JavaScript or Python.
  • Experience with cloud migration or contact center transformation projects.
  • Understanding of customer experience (CX) best practices.


Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
  • 3+ years of experience with NICE CXone or similar CCaaS platforms.


Nice to Have

Experience with other contact center platforms such as:

  • Genesys Cloud CX
  • Amazon Connect
  • Five9
  • Cisco Contact Center
  • Avaya
  • Talkdesk


Candidates should also demonstrate:

  • Strong stakeholder management and communication skills.
  • Experience gathering business and functional requirements.
  • Ability to lead workshops and client discussions.
  • Experience in solution design and consulting engagements.
  • Ability to work in agile project environments.
  • Experience collaborating with global and cross-functional teams.

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