Technical Lead for NICE CXone Contact Center

4 weeks ago

Saint Paul, Minnesota, United States Ecolab Full time
Job Summary

As a Technical Lead for NICE CXone Contact Center, you will be responsible for leading the technical delivery of NICE CXone contact center product as the primary point of contact and accountable for keeping track of features and capabilities. The individual in this role will be able to showcase their exceptional technical and management skills, managing NICE development team. We are looking for someone enthusiastic about delivering solutions and improving customer experience, a strong problem solver that enjoys complex situations and can be creative when coming up with solutions. Someone who is not afraid to raise concerns or risks and can establish shared vision across the company by building consensus on priorities leading to product execution.

Key Responsibilities
  • Serve as the technical lead to support the implementation of NICE CXone cloud-based Contact Center, including development in InContact Studio and integration with external systems.
  • Provide expert level technical support to resolve issues, working with end users, SMEs, subcontractors, and vendors.
  • Design and support call center configuration items such as security, call flow routing, IVR routing, text, chat, and email channels, integration via API to our CRM for screen pops and posting interactions.
  • Work with customers to gather business needs, articulate those into detailed requirements, and work with sub-contractors and vendors to ensure work is delivered accurately and to specification.
  • Attract and develop developers to the local and global teams.
  • Lead and participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company's infrastructure.
  • Monitor performance, capacity, and availability of the contact center infrastructure.
  • Provide estimates for cost and effort and assist in validation of business cases.
  • Interface with all levels of management to negotiate project priorities and outcomes.
  • Stay relevant with contact center technology changes and innovations to recommend the most effective improvements for the business.
  • Define standards and implement best practices to ensure quality.
  • Collaborate with architects to define solution development patterns and ensure solution design is aligned with organizational/strategic direction.
  • Mentor and provide coaching resources to developers to build solutions that deliver desired outcomes.
  • Ensure solutions are secure, scalable, reusable, resilient, and performant.
  • Define priorities to refactor solutions and reduce technical debt.
  • Manage risks, issues, change, and dependencies and taking corrective measurements.

Requirements
  • Bachelor's Degree in computer science, Engineering or related field, or equivalent experience
  • 8 years of experience working with technology solutions in IT industry
  • 5 years of experience supporting NICE inContact (CXone) Contact Center solution
  • Strong experience with ACD, skill-based routing, call recording/screen recording, speech analytics, IVR, chat, text email and workforce management (WFM)
  • Solid understanding of call flows, scripting, and design within CXone Studio
  • 2 years of experience working on common programming such as JavaScript/Node, Python, Java, .Net, Angular or equivalent technology
  • 4 years of experience with Agile delivery methodologies (i.e., Scrum, Kanban)
  • Experience leading Software Development Lifecycle (SDLC) practices

About Ecolab
Ecolab is a global sustainability leader offering water, hygiene and infection prevention solutions and services that protect people and the resources vital to life. Building on a century of innovation, our 49,000 associates help deliver comprehensive science-based solutions, data-driven insights and world-class service to advance food safety, maintain clean and safe environments, optimize water and energy use, and improve operational efficiencies and sustainability for customers in the food, healthcare, hospitality and industrial markets in more than 170 countries around the world.

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