Role description :
NICE CXONE InContact Contact Center Engineer This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions. Specifics below :
- Confident in a client facing role and possess the ability to manage multiple stakeholders.
- Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
- Build Call flow designs, Chat and integration to backend systems using application program interfaces (API).
- Manage NICE BU and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions.
- Skills based routing design and implementation for voice, chat, email, and SMS contact center technology
- Works with the Architecture team to design, develop, and deploy APIs, consume APIs.
- Understand business requirements with the ability to translate to technical requirements
- Prepare design documents based on business requirements for the application development
- Experience with cloud-based SaaS / PaaS / IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
- Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
- Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies' tickets.
- Act as a SME accessible by other team members to discuss and work through possible ways to achieve or a design a requested IVR enhancement.
Skills : Critical :
Critical :
- Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) 5+ years of experience preferred
- NICE CXOne Studio experience 3+ years of experience preferred
- Ability to program in one or more of the following software languages : C#, C++, Java, JavaScript, Python 4+ years of experience preferred
- Ability to develop, maintain, and troubleshoot webservice API calls 5+ years of experience preferred
Desired :
- Experience in Contact Center Dashboard Creation
- Experience with Salesforce
- Base knowledge of intersystem networking, and data traffic flow between components.
- Ability to troubleshoot end to end Call center application including Chrome and Edge issues when interacting with a Web based application like Salesforce / Microsoft Dynamics.
- NOTE Candidates will not be considered if they do not respond to pre-screening questions. This person must be able to program and develop scripts and interfaces for NICE CxONE application, and therefore, any relevant experience needs to be shared via the pre-screening questions.
Lansing, MI - IT - DTMB - CSS - End User Support - Cloud Engineer - Cloud Contact Center Engineer
Repost of 134421 - DO NOT submit repeat candidates The State of Michigan is looking for a Cloud Engineer - Cloud Contact Center Engineer Bill Rate: -/Hr. MUST BE WILLING TO RELOCATE Top Skill & Years of Experience Required: Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChanne...
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