NICE inContact Center Specialist at Healthplanone in Trumbull, Connecticut

Job Description:

HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today.



We are seeking an IVR (Interactive Voice Response) Center Specialist to maintain, configuration and improve our NICE inContact platform and connections with external systems. This role combines strong technical expertise with a deep understanding of the company's business processes and goals and involves day-to-day collaboration with cross-functional teams and stakeholders. The IVR Center Specialist will design and implement systems to provide optimal support experiences for clients and efficient workload management for our client support teams.



Duties/Responsibilities:

• Continuous improvement of IVR scripting in collaboration with operations team leadership.


• Developing and maintaining custom integrations to backend systems such as web services, databases, and reporting infrastructures.


• NICE inContact platform administration: users, skills, points of contact, dispositions, etc.


• Using subject matter expertise on contact center technologies to help design and develop novel workflows and other custom business solutions.


• Implementing and monitoring event alerting and error handling to ensure maximum platform uptime and speedy issue resolution.


• Collaborating with contact center managers, data analysts, and technical staff during all phases of project implementation, including requirements, design, development, testing, and production.


• Maintaining documentation to ensure successful long-term platform administration.


• Providing guidance for business decisions on issues such as performance, scalability, reliability, and security.


• Interfacing with management, technical team peers, contact center operations stakeholders, and external vendors.


• Communicating with internal stakeholders with clarity, patience, and focus.


• Planning and executing projects on time, within budget, and with high quality.


• Investigating complex problems and developing resolutions independently.


• Escalating issues that require executive attention.


• Ability to perform with a strong sense of urgency in a fast-paced, demanding environment.


• Performs other related duties as assigned.

• High school diploma required


• 5+ years of experience with NICE inContact products or contact center services administration and IVR scripting.


• Experience using open APIs.


• Advanced Microsoft Office skills including expert MS Excel ability.


• Understanding of software development methodologies and best practices.


• Excellent problem solving and analytical skills with the ability to translate complex business requirements into technical solutions.


• Excellent verbal, written, and interpersonal communication skills, to both technical and non-technical audiences.


• Ability to multi-task and to work independently or as part of a team. Self-directed learner.


• Excellent relationship management, negotiation, and conflict resolution skills.


• Excellent organizational and project governance skills.


• Impeccable attention to detail.


• Excellent customer service skills.

• Bachelor's degree in computer science or related field


• Expertise in NICE inContact, including experience with UserHub administration and inContact Studio coding.


• Experience with Quality Management, Personal Connection and Workforce Management (WFM) preferred.

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)