Technical Lead

8 hours ago

Reston, Virginia, United States Myticas Consulting Full time

pClover Consulting, a Myticas Consulting Company, is seeking a highly skilled NICE CXONE InContact Contact Center Engineer to support a large, direct client in Lansing, MI. This 12-month contract position offers an excellent chance of multi-year extensions./ppThis is a hybrid remote position with two days per week required onsite in Lansing, MI./ppbKey Responsibilities:/b/pulliWork with cross-functional teams and business teams to support and implement complex agency contact center solutions./liliCoordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements./liliDesign and implement call flow, chat, and integration to backend systems using application program interfaces (API)./liliManage NICE BU and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions./liliSkills based routing design and implementation for voice, chat, email, and SMS contact center technology./liliCollaborate with the Architecture team to design, develop, and deploy APIs, consume APIs./liliTranslate business requirements into technical requirements./liliPrepare design documents based on business requirements for the application development./liliExperience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure./liliCommunicate and resolve issues with multiple tech teams in the event of a problem./liliReview support tickets with agency leadership and oversee any support questions from other team members./liliAct as a SME accessible by other team members to discuss and work through possible ways to achieve or design a requested IVR enhancement./li/ulpbRequirements:/b/pulliKnowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) [5+ years of experience preferred]/liliNICE CXOne Studio experience [3+ years of experience preferred]/liliAbility to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python [4+ years of experience preferred]/liliAbility to develop, maintain, and troubleshoot webservice API calls [5+ years of experience preferred]/li/ulpbDesired Skills:/b/pulliExperience in Contact Center Dashboard Creation/liliExperience with Salesforce/liliBase knowledge of intersystem networking, and data traffic flow between components./liliAbility to troubleshoot end to end Call center application including Chrome and Edge issues when interacting with a Web based application like Salesforce/ Microsoft Dynamics./li/ul

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