Cloud Solutions Architect

4 days ago

Lansing, Michigan, United States Zenfreed, LLC Full time
Job Summary

Zenfreed, LLC is seeking a highly 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 using Nice InContact CXone and other cloud-based technologies.

Key Responsibilities
  • Design and develop cloud-based contact center solutions using Nice InContact CXone and other cloud-based technologies.
  • Develop and maintain APIs for cloud-based contact center solutions.
  • Work with cross-functional teams to implement cloud-based contact center solutions.
  • 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.
Requirements
  • 5+ years of experience with Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant).
  • Ability to develop, maintain, and troubleshoot webservice API calls.
Desired Skills
  • 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.
Minimum Education
  • Bachelor's Degree.
Location
  • Local and Non-local candidates can apply. MUST BE WILLING TO RELOCATE.
  • Position is a hybrid schedule with 2 days a week in office REQUIRED.
  • Working hours Monday-Friday, approximately 8:00 a.m. to 5:00 p.m.
Additional Requirements
  • Must be authorized to work in the United States; We are unable to offer sponsorships at this time.
  • Must undergo a background check and drug screening for employment.
Employment Terms
  • This is a W2 position.
  • 40 hrs per week.
  • HYBRID schedule - 2 days a week in office REQUIRED.

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