Integrate LiveVox's proactive outreach with NICE CXone and connect with third-party systems to create unified omnichannel workflows for contact center agents.
Requirements
- Use APIs and SDKs to integrate LiveVox's outbound dialing, automated messaging, and conversational AI features into the NICE CXone platform.
- Design and maintain scripts within the NICE inContact Studio.
- Build and manage custom scripts in LiveVox Designer.
- Connect the joint LiveVox-NICE CXone platform with external systems like Customer Relationship Management (CRM) tools (e.g., Salesforce), Snowflake, or other enterprise applications.
- Use LiveVox and NICE APIs to create custom applications, automations, and connections.
- Troubleshoot, debug, and optimize existing scripts and integrations.
- Work with NICE CXone components, including call routing, intelligent virtual agents (IVAs), workforce management (WFM), and quality management (QM) tools.
Responsibilities
- Integrate LiveVox's proactive outreach with NICE CXone: Use APIs and SDKs to integrate LiveVox's outbound dialing, automated messaging, and conversational AI features into the NICE CXone platform.
- Develop Studio scripting in NICE inContact: Design and maintain scripts within the NICE inContact Studio to orchestrate omnichannel customer interactions and call flows.
- Create LiveVox Designer scripts: Build and manage custom scripts in LiveVox Designer to manage proactive outreach campaigns.
- Integrate third-party systems: Connect the joint LiveVox-NICE CXone platform with external systems like Customer Relationship Management (CRM) tools (e.g., Salesforce), Snowflake, or other enterprise applications.
- Build custom API integrations: Use LiveVox and NICE APIs to create custom applications, automations, and connections to meet unique business requirements.
- Design blended omnichannel workflows: Create unified workflows that allow contact center agents to manage both inbound calls (via NICE) and outbound communications (via LiveVox) efficiently from a single user interface.
- Optimize and maintain applications: Troubleshoot, debug, and optimize existing scripts and integrations to improve performance, enhance call center efficiency, and ensure seamless operation of both platforms.
Other
- Design blended omnichannel workflows: Create unified workflows that allow contact center agents to manage both inbound calls (via NICE) and outbound communications (via LiveVox) efficiently from a single user interface.
- Ensure compliance: Design and develop solutions that maintain compliance with regulations such as the Telephone Consumer Protection Act (TCPA).
- Work with cross-functional teams: Collaborate with business analysts, solution architects, and contact center managers to gather requirements, design solutions, and ensure successful deployment.
- Provide technical expertise: Serve as a subject matter expert on both LiveVox and NICE CXone platforms to guide project teams and provide support for technical issues.
- Create and maintain documentation: Generate detailed technical documentation for developed applications and integrations.
- Engage in agile processes: Participate in sprint planning, daily stand-ups, and other agile methodologies to deliver projects in a fast-paced environment
