Contact Center Specialist (NICE CXone)

Position Description

Job Title:

Contact Center Specialist

Date:

April 2025

Department/Group:

IT

Grade:

Click here to enter text.

Reports To:

Sr. Director of IT Applications

Exemption Status:

Exempt

Position Objective

Tyler Technologies utilizes NICE CX1 as its contact center platform, all divisions utilize it for phone and we are in the process of expanding its use to chat and e-mail as well as adopting various platform features such as AI, automation, integration, and knowledge. The Contact Center Specialist will work with our Contact Center Architect to support our business users and design the platform for expanded and optimal use.

Principal Duties

• Plan and conduct discovery sessions with support teams to document their needs in the form of functional requirements documents
• Research and provide internal and external content for executive presentations and reports.
• Collaborate with internal users to gather and analyze business requirements for contact center solutions, including telephony, e-mail, chat, IVR, skills based routing, knowledge management, CTI, interactions analytics, quality management, workforce management, AI, and reporting. Configure and customize these solutions.
• Assist teams in NICE CX1 role based training and best practices technology use.
• Build reports and dashboards
• Document call flows and implement them in the tool with IVR integrations
• Build chat workflows
• Conduct system testing and validation to ensure the reliability, scalability, and performance of contact center solutions built on the NICE CX1 platform.
• Stay up-to-date on industry trends, emerging technologies, and best practices related to contact center solutions and the NICE CX1 platform.

Scope and Impact (Accountability)

The Contact Center Analyst will plays a crucial role in ensuring the efficiency, effectiveness, and overall performance of Tyler's contact center. The scope of work and impact can be broken down into the following key areas: Reporting and KPI Monitoring, Process Optimization, Standardization, Technology Management, Client Experience Improvements.

The role is accountable to improving CSAT and Operation Efficiency, reducing operational costs, and supporting strategic decisions.

Complexity

The Contact Center Analyst will manage technical and operational demands to maintain a client-centric contact center environment. The diversity of divisions, new acquisitions, constant technology changes, and extensive roadmap of features all make the role more complex.

Education, Experience and Special Skills

• Bachelor's degree in computer science, information technology, or a related field.
• 5 or more years experience as a Contact Center Analyst, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
• 3 or more years experience in NICE CXone and UC environments.
• Experience implementing new teams and new tools within NICE CXone
• Experience creating and presenting to executive level stakeholders (technical and non-technical).
• Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
• Existing knowledge and/or industry certifications for NICE CXone and process automation technologies
• Contact Center as a Service (CCaaS) software management and domain experience.
• NICE CXone and CXone Studio Experience
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
• Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Proficiency in Microsoft Office products i.e., Outlook, Word, Excel, PowerPoint and Visio.
• Strong technical, analytical, and problem-solving skills.
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
• Ability to establish and maintain strong working relationships with key internal associates and partners.
• Self-motivated, attention to detail and excellent judgment skills.