Technical Lead

2 days ago


Lansing, Michigan, United States Trilogy International, Inc Full time
Contact Center Solutions Technical Lead

We are seeking a highly skilled Technical Lead to join our team at Trilogy International, Inc. as a NICE CXONE InContact Contact Center Engineer. 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.
  • Work with the Architecture team to design, develop, and deploy APIs, consume APIs.

Requirements:

  • 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.

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.


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