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NICE CXOne InContact Contact Center Engineer
2 months ago
Key Responsibilities:
- Client Interaction: Act confidently in a client-facing role, managing multiple stakeholders effectively.
- Release Planning & Execution: Coordinate and perform release planning, development, testing, and deployment of IVR enhancements for multiple agencies.
- Call Flow Design & Integration: Design call flows, chat solutions, and integrate them with backend systems using APIs.
- Subject Matter Expertise: Provide SME input for network solutions and manage NICE CXOne Business Unit (BU).
- Routing Design: Implement skills-based routing for voice, chat, email, and SMS contact center technology.
- API Development: Work with the architecture team to design, develop, and deploy APIs, and consume APIs as needed.
- Technical Documentation: Prepare design documents based on business requirements for application development.
- Cloud Technologies: Utilize experience with cloud-based SaaS/PaaS/IaaS providers and work with virtualized systems, including application servers, databases, and networking infrastructure.
- Issue Resolution: Coordinate communication and resolution of issues with multiple tech teams.
- Support Management: Review support tickets with agency leadership and provide guidance to team members on support queries.
- IVR Enhancement Consultation: Act as a SME for other team members, providing insights on achieving or designing requested IVR enhancements.
Required Skills:
- NICE CXOne Expertise: 5+ years of experience with NICE CXOne (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs, and Auto Attendant).
- Studio Experience: 3+ years of experience with NICE CXOne Studio.
- Programming Skills: Proficiency in programming languages such as C#, C++, Java, JavaScript, and Python (4+ years of experience preferred).
- API Development: 5+ years of experience in developing, maintaining, and troubleshooting web service API calls.
- Client Interaction: Act confidently in a client-facing role, managing multiple stakeholders effectively.
- Release Planning & Execution: Coordinate and perform release planning, development, testing, and deployment of IVR enhancements for multiple agencies.
Top Skills & Experience Required:
- Knowledge of NICE CXOne (5+ years)
- NICE CXOne Studio experience (3+ years)
- Proficiency in C#, C++, Java, JavaScript, Python (4+ years)
- API development and troubleshooting (5+ years)
