Contact Center - Technology Consultant

Contact Center Technology Consultant (NICE CXone)  About the RoleVoxai Solutions, Inc. in Coppell, TX is seeking an in-person Contact Center Technology Consultant with hands-on experience in NICE CXone to support and enhance modern, cloud-based customer engagement platforms. This role is ideal for someone who enjoys solving technical challenges, improving system performance, and working directly with advanced contact center technologies including AI, IVR, and omnichannel solutions.You will play a key role in day-to-day system support, configuration, and optimization, while contributing to ongoing platform improvements and new feature deployments.About Voxai SolutionsWe apply purpose-driven digital strategy and tailor-made CX solutions powered by Genesys products to elevate your brand.Voxai is the partner for brands looking to embrace a customer-first and digital-first mindset. We exist to empower clients to own experiences that satisfy unmet customer needs. We help our clients reimagine their contact center to serve customers and employees better and provide sustainable growth through new experiences.What You’ll DoPerform hands-on configuration within NICE CXone, including call flows, routing, and platform enhancementsProvide ongoing support, maintenance, and optimization of enterprise contact center platformsBuild and maintain IVR workflows, dialog flows, and self-service automationSupport AI-driven customer engagement tools, including chatbots and virtual assistantsTroubleshoot system issues, analyze root causes, and resolve or escalate as neededMonitor platform performance and recommend improvements to enhance customer experienceCollaborate with internal teams and stakeholders on system updates and enhancementsAssist in implementing new features, integrations, and platform updatesRequired Experience & SkillsDirect, hands-on experience with NICE CXone (NICE inContact) – this is required2+ years working with contact center platforms (NICE, Genesys, Cisco, Avaya, etc.)Experience configuring call routing, skill-based routing, and contact flowsFamiliarity with IVR systems, voice platforms, and digital channels (chat, messaging, etc.)Understanding of CTI (Computer Telephony Integration) conceptsExposure to AI/self-service tools and chatbot technologiesBasic knowledge of JavaScript, HTML, or web-based technologies is a plusStrong troubleshooting, analytical, and communication skillsPreferred QualificationsExperience working in cloud-based contact center environments (CCaaS)Experience with Cognigy or similar conversational AI platformsBackground in contact center analytics, reporting, or workforce optimization toolsEducationBachelor’s degree in Information Technology, Computer Science, or related fieldEquivalent hands-on experience will also be consideredWhy Join UsCompetitive compensation and growth opportunities401(k) with company matchMedical, dental, and vision coverageHealth Savings Account (HSA)Generous paid time offEmployee referral incentives