Cloud Solutions Engineer

2 days ago

Lansing, Michigan, United States RICEFW Technologies Full time
Job Title: Cloud Engineer

RICEFW Technologies is seeking a skilled Cloud Engineer to join our team. As a Cloud Engineer, you will be responsible for designing, developing, and deploying cloud-based contact center solutions.

Key Responsibilities:
  • Design and develop cloud-based contact center solutions using NICE CXone and other cloud-based technologies.
  • Work with cross-functional teams to implement complex contact center solutions.
  • Coordinate 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.
  • Work 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.
Requirements:
  • 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.

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