NICE CXONE Engineer

3 days ago

Lansing, Michigan, United States A-Line Staffing Solutions Full time
Job Summary

We are seeking a highly skilled NICE CXONE InContact Contact Center Engineer to join our team at A-Line Staffing Solutions. The ideal candidate will be confident in a client-facing role and able to manage multiple projects and stakeholders simultaneously.

Key Responsibilities:

Stakeholder Management:

Serve as a technical lead and point of contact for clients, ensuring the smooth delivery of contact center solutions while managing multiple stakeholder expectations.


Project Coordination:
Lead and coordinate release planning, development, testing, and deployment of IVR enhancements across various agencies.

Solution Design & Implementation:
Build and optimize call flow designs, chat integrations, and backend system connections using APIs. Provide Subject Matter Expertise (SME) in solution design for NICE Business Units and network solutions.

Routing Design:
Implement skills-based routing solutions for voice, chat, email, and SMS contact center technologies.

API Development:
Collaborate with architecture teams to design, develop, and deploy APIs. Troubleshoot and maintain API calls to ensure smooth system operation.

Technical Translation:
Translate business requirements into technical solutions and prepare design documents to guide application development.

Cloud Technology:
Work with cloud-based platforms (SaaS, PaaS, IaaS) and virtualized systems, including servers, databases, and network infrastructure.

Issue Resolution:
Coordinate communication and resolution for technical issues with other teams. Oversee and address support tickets, and act as an SME for team members working on IVR enhancements.

Required Skills:

NICE InContact CXone Expertise:

Proficient in NICE InContact CXone features (ACD, IVR, Auto Dialer, OmniChannel, WFM, Studio, Interaction Analytics, POCs, and Auto Attendant) with at least 5 years of experience.


CXOne Studio:
Minimum of 3 years of experience with NICE CXOne Studio.

Programming Languages:
Strong experience with one or more programming languages such as C#, C++, Java, JavaScript, and Python (4+ years).

API Development & Maintenance:
At least 5 years of experience developing, maintaining, and troubleshooting web service API calls.

Desired Skills:

Contact Center Dashboard Creation:
Experience in creating and managing dashboards for contact centers.

Salesforce Integration:
Experience with Salesforce and understanding of how contact centers interact with CRM systems.

Networking Knowledge:
Base knowledge of intersystem networking and data traffic flow between components.

Browser Troubleshooting:

Ability to troubleshoot contact center applications and browser issues (Chrome and Edge) when interacting with web-based platforms like Salesforce or Microsoft Dynamics.

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