Application Lead

Project Role :Application Lead


Project Role Description :Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills :Cloud Contact Center Operations


Good to have skills :NA
Minimum 5 year(s) of experience is required


Educational Qualification :15 years full time education

Summary:
As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. You will be responsible for managing the team and ensuring successful project delivery. Your typical day will involve collaborating with multiple teams, making key decisions, and providing solutions to problems for your immediate team and across multiple teams.


Roles & Responsibilities:
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Maintain omnichannel contact Center solutions, including voice, email, chat, SMS, and social media.

Implement and maintain IVR, ACD, routing, and workforce management configurations to optimize call flows and agent productivity.

Serve as the primary point of contact for resolving technical issues, system errors, and operational challenges related to NICE inContact CXone platform.

Monitor system performance, identify potential issues, and proactively implement solutions to minimize downtime and disruptions.

Collaborate with cross-functional teams to troubleshoot and resolve complex issues impacting contact Center operations.

Provide ongoing training and support to end-users and administrators on CXone platform functionalities and best practices.

Assist in the configuration, optimization, and maintenance of CXone features such as IVR, ACD, routing, and reporting.

Document and maintain standard operating procedures, knowledge base articles, and troubleshooting guides for reference purposes.

Stay updated on industry trends, product updates, and new features of NICE inContact CXone platform.

Configure and customize the NICE inContact CXone platform to meet business requirements and improve operational performance.

Collaborate with internal stakeholders to gather requirements, define project scope, and develop technical specifications.

Conduct system testing, troubleshooting, and performance tuning to ensure reliability and scalability of the CXone environment.

Provide ongoing support, training, and documentation to end-users and administrators.



Professional & Technical Skills:

Good Communication skill, Contact Center/CCaaS Professional Certifications

NICE inContact CXone certification is a plus.

Excellent communication skills.

Previous experience working with cross geography teams.

Ready to work in shift


Additional Information:
- The candidate should have a minimum of 5 years of experience in Cloud Contact Center Operations
- This position is based at our Bengaluru office
- A 15 years full-time education is required


Qualifications

15 years full time education