QA 3 Days Onsite - Charlotte NC/ Fort Mill SCCore ResponsibilitiesTest NICE InContact solutions including IVR, ACD, Campaigns, Teams, and Routing strategies.Test the automated call center workflows, including writing call flows, prompts, and scripts.Ensure adherence to SDLC processes for all testing and deployment activities.Integration & AutomationTest APIs, middleware, and ETL jobs for system integrations.Test System Health & PerformanceTechnical Expertise RequiredCloud & InfrastructureAmazon Web Services (AWS) – Strong experience, including exposure to Generative LLM technologies.Networking concepts and protocols such as WebRTC for voice and video.Contact Center TechnologiesNICE InContact platform – IVR, ACD, Skills, Campaigns, and Workforce Management.Nexidia Speech Analytics – Implementation and optimization.Workforce Management (WFM) – Scheduling, forecasting, and intraday adjustments.Quality Management – Familiarity with tools like Quality Central.AI & NLUNatural Language Understanding (NLU) – Specifically Ophelia.Conversational AI and ASR tuning for improved customer experience.CRM & OmnichannelIntegration with Salesforce and Dynamics.Development of Click-to-Call and Chat channels ensuring omnichannel experience.
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