Technical Lead
3 days ago
Digital Technology Solutions (DTS) is seeking a highly skilled Contact Center Engineer to join our team in Lansing, MI.
About the Role:This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions.
Key Responsibilities:- 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.
- Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant).
- NICE CXOne Studio experience.
- Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python.
- Ability to develop, maintain, and troubleshoot webservice API calls.
- 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.
DTS offers an excellent compensation package.
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