NICE CXONE InContact Contact Center Engineer

3 weeks ago

Lansing, United States Marshall Technologies Full time
Job DescriptionJob Description

Job Title: NICE CXONE InContact Contact Center Engineer

Location: Lansing, MI (Hybrid)
Employment Type: Contract
Experience Required: 5+ years

NOTE: Only Locals to MI

Job Description:

We are seeking a skilled and experienced NICE CXONE InContact Contact Center Engineer to join our team. This technical lead role requires a strong ability to work with cross-functional teams and agency business teams to support and implement complex contact center solutions. If you are confident in client-facing roles, can manage multiple stakeholders, and have a passion for enhancing IVR solutions, this position is for you.

Key Responsibilities:

  • Lead and coordinate release planning, development, testing, and deployment of IVR enhancements for multiple agencies.
  • Design and build call flows, chat systems, and integrate backend systems using APIs.
  • Act as a Subject Matter Expert (SME) in managing NICE Business Units (BU) and provide input on solution design and network optimization.
  • Implement skills-based routing for voice, chat, email, and SMS contact center technologies.
  • Collaborate with the Architecture team to design, develop, and deploy APIs, while also consuming existing APIs.
  • Translate business requirements into technical specifications and prepare detailed design documents.
  • Work with cloud-based SaaS/PaaS/IaaS providers, and manage virtualized systems, including application servers, databases, and networking infrastructure.
  • Coordinate issue communication and resolution with multiple technical teams during problem incidents.
  • Review support tickets, collaborate with agency leadership, and oversee support questions from other team members.
  • Provide guidance as an SME on achieving and designing requested IVR enhancements.

Required Skills and Experience:

  • NICE CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant): 5+ years of experience
  • NICE CXOne Studio: 3+ years of experience
  • Proficiency in programming languages: C#, C++, Java, JavaScript, Python: 4+ years of experience
  • Webservice API development, maintenance, and troubleshooting: 5+ years of experience
  • Contact Center Dashboard Creation
  • Experience with Salesforce
  • Basic knowledge of intersystem networking and data traffic flow between components
  • Ability to troubleshoot call center applications, including browser issues (Chrome and Edge) when interacting with web-based applications like Salesforce/Microsoft Dynamics

Preferred Qualifications:

  • Experience with complex contact center technologies and cloud-based infrastructure.
  • Strong communication skills and ability to manage multiple stakeholders.
  • Proven track record of implementing and optimizing contact center solutions

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