Project Role : Application Tech Support Practitioner

Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills : Contact Center Technology Capabilities

Good to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

We are seeking an experienced Senior NICE CXone Migration & Transformation Specialist with 6+ years of experience to lead and deliver end-to-end migration projects from legacy and different cloud contact center systems to NICE CXone. The ideal candidate will be responsible for planning, designing, configuring, migrating, integrating, and testing NICE CXone solutions, as well as ensuring a seamless handover to operations/support teams. This role requires robust expertise in contact center technologies,



a deep understanding of CX transformation, and proven experience in cloud migration projects.

• Planning & Strategy:

Lead assessment of existing contact center infrastructure and define migration strategies to NICE CXone.

Develop comprehensive migration and transformation project plans, including resource, risk, and timeline management.

Collaborate with business stakeholders to gather requirements and define KPIs for transformation.

• Technical Configuration & Solution Design:

Design and configure NICE CXone components including: ACD, IVR, Studio scripting, Omnichannel routing (Voice, Email, Chat, SMS, Social), Quality Management (QM), Workforce Management (WFM), Interaction Analytics and Personal Connection (Predictive Dialer) and Screen Recording

Create advanced call flows using CXone Studio, leveraging APIs, data dips, and real-time decision logic.

Configure and optimize Skills, Profiles, Routi

📌 Application Tech Support Practitioner (Pune)
🏢 Accenture in India
📍 Pune