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Cloud Contact Center Engineer

2 months ago

Lansing, United States ZHH Staffing Full time

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:

  • 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.