Cloud Contact Center Engineer

1 month ago

Lansing, United States NR Consulting Full time
Job Requirements:
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.
• ct 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]
• bility to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python [4+ years of experience preferred]
• bility 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.
• bility to troubleshoot end to end Call center application including Chrome and Edge issues when interacting with a Web based application like Salesforce/ Microsoft Dynamics.
*NOTE - Candidates will not be considered if they do not respond to pre-screening questions. This person must be able to program and develop scripts and interfaces for NICE CxONE application, and therefore, any relevant experience needs to be shared via the pre-screening questions.

Pre-screening questions
Do you have quality experience in any of the skillsets outlined below? If yes, please identify your years of experience and specifically describe your involvement for each area of expertise.
1. Knowledge of NICE InContact and/or NICE CXone (ACD, IVR, Auto Dialer, Omnichannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) [5+ years of experience preferred]
2. Knowledge of scripting in NICE CXOne Studio [3+ years of experience preferred]
3. bility to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python [4+ years of experience preferred]
4. Knowledge of working with a RESTful web service / API [5+ years of experience preferred]

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