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Position: Test NICE InContact solutions QA
Location: Fort Mill, SC
Job Mode: Contract
Job Description:
Core Responsibilities
Position: Test NICE InContact solutions QA
Location: Fort Mill, SC
Job Mode: Contract
Job Description:
Core Responsibilities
- Test NICE InContact solutions including IVR ACD Campaigns Teams and Routing strategies
- Test the automated call center workflows including writing call flows prompts and scripts
- Ensure adherence to SDLC processes for all testing and deployment activities
- Integration Automation
- Test APIs middleware and ETL jobs for system integrations
- Test System Health Performance
- Cloud Infrastructure
- Amazon Web Services AWS Strong experience including exposure to Generative LLM technologies
- Networking concepts and protocols such as WebRTC for voice and video
- Contact Center Technologies
- NICE InContact platform IVR ACD Skills Campaigns and Workforce Management
- Nexidia Speech Analytics Implementation and optimization
- Workforce Management WFM Scheduling forecasting and intraday adjustments
- Quality Management Familiarity with tools like Quality Central
- AI NLU
- Natural Language Understanding NLU Specifically Ophelia
- Conversational AI and ASR tuning for improved customer experience
- CRM Omnichannel
- Integration with Salesforce and Dynamics
- Development of Click to Call and Chat channels ensuring omnichannel experience