Nice InContact Center Engineer

2 months ago

Dallas, United States Coforge Full time

Job Title: Nice InContact Center Engineer

Skills: Nice InContact CCaaS, Five9, Genesys, Amazon Connect

Experience: 5+ Years

Location: Dallas, TX


We at Coforge are hiring Nice InContact Center Engineer with the following skillset:


Responsibilities:


  • Develops, implements, integrates, administers, maintains, and supports the Nice InContact CCaaS platform, including all contact channels (voice, chat, and email).
  • Provides support for development, implementation, and live production.
  • Contributes to and maintains processes and standard operating procedures (SOPs).
  • Analyze, design, implement and support contact center solutions to meet the technical and business requirements.
  • Act as the subject matter expert for contact center team to support business requirements, Provide Tier 3 team escalation and interface with Vendors to resolve all issues as needed.
  • Pilot emerging technologies to maintain and increase the business’s competitive advantage. Run projects from end to end related to the contact center.
  • Maintain system documentation and knowledge base articles for the support of contact center applications.
  • Develop and implement training materials.


Requirements:


  • B. S. in Computer Science, MIS, or related field; or minimum of five years of related work experience.
  • Minimum of 5 years experience in contact center technologies.
  • Understanding of contact center-as-a-service (CCaaS) and operations
  • Demonstrated ability to design and build contact flows based on business requirements.
  • Experience with CCaaS vendors such as NICE Incontact, Five9, Genesys and Amazon Connect, etc.
  • Experience with CTI integration with CRMs such as Salesforce, MS dynamics, etc.
  • Ability to multi-task and prioritize assigned work according to business need and priorities.
  • Strong analytical skills and the ability to perform root cause analysis.
  • Self-managed; ability to work well independently and in a global team environment.
  • Business acumen, and the ability to communicate with business domain stakeholders and technical staff alike.
  • Proficient in one or more of the following scripting languages - Python, Java, etc.


Please send the updated resume to Venkata.Harsha@coforge.com

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