CXone Analyst (NICE InContact)

Management Consulting | Customer & Marketing
Same job available in 10 locations

Position Summary

Overview

The Functional Analyst is responsible for overseeing the day to day real time operations of the Contact Center and making key decisions recommendations to leadership through analytical modeling. The Functional Analyst will support testing and implementation of a large technology project.   Ideal candidates for this role will use their technical and analytical skill to drive efficiencies and provide insights that facilitate an optimal customer service experience.  This candidate will also use troubleshooting expertise on Contact Center applications to provide Tier 1 Support as needed.  The main system utilized is NICE InContact (CXone) so prior exposure will be essential.  

Key Tasks

  • Pull data from NICE InContact
  • IVR Configuration
  • Provide TIER 1 Support on Contact Center applications
  • Creates reporting and analytics to identify business trends at multiple levels within the organization
  • Works with and combines multiple data sources to provide high-level and drill-down reporting and thorough analysis
  • Defines the metrics required to measure business performance, compares actual data to forecasted values, and develops the process for identifying and addressing performance gaps
  • Works independently to construct complex statistical and financial models to report, trend and forecast business performance
  • Works closely with business leaders to develop reporting and analytics based on historical and forecasted data and reports

The Team

The Contact Center practice is part of Deloitte’s Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact centers operations and technology to elevate the human experience in a digital world.  The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions.  We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them.  We are a matrix organization where we align various resource groups to deliver and provide high quality services.

We deliver set of customer solutions:

  • Operations| Help clients understand the many disciplines of contact center operational strategy by showing our expertise in planning, building, and operating contact centers in a stand-alone or network environment.  

 

Engineering | Help clients build, improve, redesign, or stand up contact centers using technologies that engage customers and drive growth.  Our engineers and architects work with the latest technologies and vendors to deliver integrated enterprise-wide Contact Center/Telephony solutions. Deloitte solutions are focused on delivering fully integrated platforms that include integrated CRM, ERP and Legacy Backend Systems to support Omni-Channel capabilities (e.g., Voice, Email, Chat, Web Collaboration, SMS, Mobile Applications, Web Portals and Social Media).

 

Qualifications

  • Bachelor's Degree 
  • 1+ years Contact Center help desk/troubleshooting experience
  • 1+ years of NICE InContact Experience
  • Limited immigration sponsorship may be available. 

Preferred Qualifications:

  • Experience with NICE InContact CXone Platform
  • IVR configuration experience
  • Previous experience providing Data and analytics for a Contact Center
  • Experience with analytical tools, models, projections and able to articulate findings to stakeholders

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

 

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives.  Learn more about Life at Deloitte.

 

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities.  We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.  Learn more about Deloitte’s impact on the world.

 

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.

 

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Learn more about our commitment to developing our people.


As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 14517

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