Consultant - Contact Center

Salary: $65,000 – $90,000 per year 

Gro HR is partnering with a client to hire a Contact Center Consultant to support and improve enterprise contact center solutions used by both corporate and government organizations.

Position Overview

The Contact Center Consultant is responsible for maintaining, supporting, and improving enterprise contact center platforms. This role focuses on implementation, system support, troubleshooting, and enhancements for modern cloud-based contact center solutions.

You will follow established processes to manage daily system maintenance, assist with new feature implementation, and respond to customer-reported issues through troubleshooting and escalation when needed.

This position works with the NICE CXOne Contact Center Suite, including AI-driven solutions, self-service IVR systems, voice and digital channels, routing, analytics, reporting, and call recording tools.

Key Responsibilities

• Support and maintain enterprise contact center platforms

• Configure and manage call routing and call flows

• Assist with implementation and updates within NICE CXOne

• Develop dialog flows and scripts for automated customer interactions

• Support AI self-service solutions and chatbot deployments

• Monitor and troubleshoot system performance and user issues

• Work with cross-functional teams to improve contact center performance and customer experience

Contact Center Knowledge

• Call center technologies and operations

• Call routing and skill-based routing

• Workforce management concepts

• Call recording and reporting systems

• Contact center analytics and monitoring tools

Technical Skills

• Contact center routing development

• Voice and chat bot deployment

• AI-driven self-service systems

• CTI (Computer Telephony Integration) concepts

• Basic familiarity with web technologies such as JavaScript and HTML

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent technical experience

• 2+ years supporting contact center technology platforms (Genesys, NICE, Cisco, Avaya, or similar)

• Experience with NICE CXOne and/or Cognigy strongly preferred

• Strong problem-solving and communication skills

• Ability to work within established technical processes and documentation

• Must be able to pass a background check

Benefits

• 401(k) with company match

• Medical, dental, and vision insurance

• Health Savings Account (HSA)

• Paid time off

• Employee referral program