Dialer Manager

We are looking to hire someone at Outbound Dialer Configuration Manager. (Nice Tool).

Summary on Job Profile:-

The role would primarily be responsible for the day to day administration and support of our RingCentral and NICE InContact environment. The list is pretty long, but here is what we have a single person doing today (and we should have back-up redundancy). Some of the key responsibilities we're looking for would include:

Call routing and ACD management, including routing rules, queues, IVRs, priorities, overflow logic, business hours, and holiday routing.

Creating and managing skills, agent assignments, proficiency levels, and skill-based routing

NICE Studio / call flow administration and changes. This is one of the challenges we typically have we only have one individual who can manage NICE Studio.

Outbound dialer administration, including campaigns, dialer properties, calling lists, dispositions, retry logic, and troubleshooting when we’re getting less contact rate for our telesales team

User administration across RingCentral and NICE, including users, teams, roles, permissions, licenses, and provisioning

RingCentral telephony administration, including numbers, extensions, caller ID, forwarding, and general telephony configuration

Managing the mapping between RingCentral and NICE, including phone numbers, Points of Contact, scripts, skills, users, and extensions

Technical administration of our NICE Workforce Management and Quality Management solutions, including configuration and troubleshooting. The actual workforce forecasting/scheduling and QA evaluations would remain with our team (we work with your team on this, so you’re pretty familiar with how those systems work)

Call and screen recording administration and troubleshooting. We’re going to be getting screen recording up and running soon.

Supporting integrations and data mappings between NICE, RingCentral, and our internal systems. This will be in partnership with our soft dev team of course.

General production support, troubleshooting, testing, documentation, and working directly with NICE and RingCentral support when needed