Cloud Engineer

4 weeks ago


Lansing, United States HighCloud Solutions Full time
Title Cloud Engineer Location Lansing MI (Hybrid Locals Only) Duration 12 months Job Type C2CW2 Job Description

Role description:

NICE CXONE InContact Contact Center Engineer This is a technical lead role working with crossfunctional 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 cloudbased 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.

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