Contact Centre Engineer - NICE

NICE Contact Centre Engineer

12-month contract opportunity

Location: Melbourne CBD, hybrid work arrangement

Role Overview

We are seeking a skilled NICE Contact Centre Engineer to support, configure and maintain our client's contact centre platform. The ideal candidate will have hands-on experience with NICE CXone, NICE inContact or NICE Engage, along with a strong understanding of contact centre technologies and integrations.

Key Responsibilities

• Configure, maintain and support the NICE contact centre platform.
• Troubleshoot technical issues relating to call routing, IVR, telephony and contact centre functionality.
• Support platform integrations with CRM systems and other business applications.
• Monitor system performance, investigate incidents and implement solutions.
• Work with business and technical teams to deliver enhancements and improvements.
• Support platform upgrades, testing, deployments and ongoing maintenance.
• Maintain technical documentation and follow incident and change management processes.

Required Skills and Experience

• Hands-on experience (5 to 7 yrs) with NICE CXone, NICE inContact or NICE Engage is mandatory.
• Experience in contact centre engineering, telephony, voice technologies or CCaaS platforms.
• Understanding of IVR, call routing, queues and contact centre workflows.
• Knowledge of APIs, system integrations and troubleshooting.
• Strong analytical, problem-solving and communication skills.
• Experience working in an enterprise contact centre environment.

Next Steps

Does this sound like you? If you bring the skills and experience we're looking for please click 'Apply Now', or please send your updated CV to suniva.rego@mtr.com.au

Alternatively, please call 03 9643 3720 for a confidential discussion about the role.