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Cloud Contact Center Consultant
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#764245
Remote / WFH
PineQ Lab Technology
Job Description
Job Description Cloud Contact Center (NICE CXone / Genesys Cloud CX / Amazon Connect / Sprinklr)
Job Title: Cloud Contact Center Consultant
Experience: 7+ Years (Minimum 5 years in Cloud Contact Center Implementation)
Location: PAN India / Hybrid
Employment Type: Full-Time
Project Role Description
Design and deliver scalable, secure, and high-performance cloud contact center solutions. Lead architecture, implementation, migration, and integration of enterprise contact center platforms while ensuring performance, reliability, and business alignment.
Must-Have Skills
• NICE CXone (NICE inContact)
• Cloud Contact Center Implementation
• IVR & Omnichannel Solutions
• Contact Center Integrations
Good-to-Have Skills
• Genesys Cloud CX
• Amazon Connect
• Sprinklr
• CI/CD & DevOps Practices
Experience
• Minimum 7 years of overall IT experience.
• At least 5 years of hands-on experience in Cloud Contact Center implementation and architecture.
Educational Qualification
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 15 years of full-time education.
Key Responsibilities
• Design and architect enterprise-grade cloud contact center solutions using NICE CXone (NICE inContact) or equivalent platforms such as Genesys Cloud CX, Amazon Connect, or Sprinklr.
• Lead end-to-end implementation, migration, and deployment of cloud contact center platforms.
• Translate business requirements into scalable, secure, and maintainable technical solutions.
• Configure and optimize voice, chat, email, SMS, IVR, routing strategies, bots, and workforce management capabilities.
• Design and implement integrations with CRM, ERP, and third-party enterprise applications using APIs and middleware.
• Establish architecture standards, governance, and best practices across contact center implementations.
• Collaborate with business stakeholders, architects, infrastructure, security, and engineering teams throughout the project lifecycle.
• Troubleshoot complex production issues and provide technical leadership during critical incidents.
• Prepare architecture documents, solution designs, deployment guides, and technical documentation.
• Stay updated with emerging cloud contact center technologies and recommend platform improvements.
Required Skills
• Strong expertise in NICE CXone (NICE inContact) architecture, implementation, and administration.
• Experience with cloud contact center platforms such as Genesys Cloud CX, Amazon Connect, or Sprinklr.
• Hands-on experience implementing voice, IVR, omnichannel routing, chat, email, SMS, and workforce management solutions.
• Experience integrating contact center platforms with Salesforce, Microsoft Dynamics, ERP systems, and third-party applications using APIs and middleware.
• Strong understanding of cloud architecture, networking, security, authentication, and high availability.
• Ability to translate business requirements into scalable technical solutions.
• Excellent troubleshooting, analytical, communication, and stakeholder management skills.
Job Title: Cloud Contact Center Consultant
Experience: 7+ Years (Minimum 5 years in Cloud Contact Center Implementation)
Location: PAN India / Hybrid
Employment Type: Full-Time
Project Role Description
Design and deliver scalable, secure, and high-performance cloud contact center solutions. Lead architecture, implementation, migration, and integration of enterprise contact center platforms while ensuring performance, reliability, and business alignment.
Must-Have Skills
• NICE CXone (NICE inContact)
• Cloud Contact Center Implementation
• IVR & Omnichannel Solutions
• Contact Center Integrations
Good-to-Have Skills
• Genesys Cloud CX
• Amazon Connect
• Sprinklr
• CI/CD & DevOps Practices
Experience
• Minimum 7 years of overall IT experience.
• At least 5 years of hands-on experience in Cloud Contact Center implementation and architecture.
Educational Qualification
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 15 years of full-time education.
Key Responsibilities
• Design and architect enterprise-grade cloud contact center solutions using NICE CXone (NICE inContact) or equivalent platforms such as Genesys Cloud CX, Amazon Connect, or Sprinklr.
• Lead end-to-end implementation, migration, and deployment of cloud contact center platforms.
• Translate business requirements into scalable, secure, and maintainable technical solutions.
• Configure and optimize voice, chat, email, SMS, IVR, routing strategies, bots, and workforce management capabilities.
• Design and implement integrations with CRM, ERP, and third-party enterprise applications using APIs and middleware.
• Establish architecture standards, governance, and best practices across contact center implementations.
• Collaborate with business stakeholders, architects, infrastructure, security, and engineering teams throughout the project lifecycle.
• Troubleshoot complex production issues and provide technical leadership during critical incidents.
• Prepare architecture documents, solution designs, deployment guides, and technical documentation.
• Stay updated with emerging cloud contact center technologies and recommend platform improvements.
Required Skills
• Strong expertise in NICE CXone (NICE inContact) architecture, implementation, and administration.
• Experience with cloud contact center platforms such as Genesys Cloud CX, Amazon Connect, or Sprinklr.
• Hands-on experience implementing voice, IVR, omnichannel routing, chat, email, SMS, and workforce management solutions.
• Experience integrating contact center platforms with Salesforce, Microsoft Dynamics, ERP systems, and third-party applications using APIs and middleware.
• Strong understanding of cloud architecture, networking, security, authentication, and high availability.
• Ability to translate business requirements into scalable technical solutions.
• Excellent troubleshooting, analytical, communication, and stakeholder management skills.
