Direct Client: Cloud Contact Center Engineer @ Lansing, MI Hybrid

3 days ago

Lansing, United States KSN Technologies, Inc. Full time

Cloud Contact Center Engineer

Lansing, MI Hybrid

Duration: 1 year with possible extension

Interviews: MS Teams video interview with camera ON.

Hybrid schedule, 2 days a week in office REQUIRED.

Local and non-local candidates can apply. MUST BE WILLING TO RELOCATE

Please do not submit DevOps Cloud Engineers, Genesys or Amazon Engineers . Manager is looking for an Engineer to code on the NICE CXone platform.

*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.

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.

Direct Client: Cloud Contact Center Engineer @ Lansing, MI Hybrid

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