Cloud Contact Center Solutions Engineer
4 weeks ago
Department: DTMB
Work Location: Hybrid
Job Description:
This technical lead role involves working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions. Key responsibilities include:
- Confidently managing multiple stakeholders in a client-facing role.
- Coordinating and performing release planning, development, testing, and releases on multiple agencies IVR enhancements.
- Designing and building call flow structures, integrating with backend systems using APIs, and managing NICE BU.
- Providing Subject Matter Expertise (SME) input into solution design and optimization for network solutions.
- Designing and implementing skills-based routing for voice, chat, email, and SMS contact center technology.
- Working with the Architecture team to design, develop, and deploy APIs and consume APIs.
- Translating business requirements into technical requirements and preparing design documents.
- Experience with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and networking infrastructure.
- Coordinating issue communication and resolution with multiple tech teams in the event of a problem.
- Reviewing support tickets with agency leadership and overseeing support questions from other team members.
- Acting as a SME accessible by other team members to discuss and work through possible ways to achieve or 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.
- Ability to troubleshoot end-to-end Call center application issues, including Chrome and Edge issues when interacting with a Web-based application like Salesforce/Microsoft Dynamics.
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