Cloud Software Engineer Lead
3 weeks ago
Ecolab, a global sustainability leader, seeks an experienced Senior Software Engineer to join our team. This role will play a crucial part in delivering solutions and improving customer experience.
Key Responsibilities
Serve as the technical expert to support the implementation of NICE CXone cloud-based Contact Center, including development in InContact Studio and integration with external systems. Provide expert-level technical support to resolve issues, working with end users, SMEs, subcontractors, and vendors. Design and support call center configuration items such as security, call flow routing, IVR routing, text, chat, and email channels, integration via API to our CRM for screen pops and posting interactions. Work with customers to gather business needs, articulate those into detailed requirements, and work with sub-contractors and vendors to ensure work is delivered accurately and to specification. Participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company's infrastructure. Monitor performance, capacity, and availability of the contact center infrastructure. Provide estimates for cost and effort and assist in validation of business cases. Stay relevant with contact center technology changes and innovations to recommend the most effective improvements for the business. Define standards and implement best practices to ensure quality. Collaborate with architects to define solution development patterns and ensure solution design is aligned with organizational/strategic direction. Mentor and provide coaching resources to developers to build solutions that deliver desired outcomes. Ensure solutions are secure, scalable, reusable, resilient, and performant. Define priorities to refactor solutions and reduce technical debt. Manage risks, issues, change, and dependencies and taking corrective measurements.
Requirements
Bachelor's Degree in computer science, Engineering or related field, or equivalent experience 6 years of experience working with technology solutions in IT industry. 4 years of experience supporting NICE inContact (CXone) Contact Center solution. Strong experience with ACD, skill-based routing, call recording/screen recording, speech analytics, IVR, chat, text email and workforce management (WFM) Solid understanding of call flows, scripting, and design within CXone Studio 2 years of experience working on common programming such as JavaScript/Node, Python, Java, .Net, Angular or equivalent technology. 4 years of experience with Agile delivery methodologies (i.e., Scrum, Kanban) Experience leading Software Development Lifecycle (SDLC) practices Provide expert level technical support to resolve issues, working with end users, SMEs, subcontractors, and vendors. Experience effectively partnering with managers and key stakeholders.
Benefits
Ecolab strives to provide comprehensive and market-competitive benefits to meet the needs of our associates and their families. Our salary range for this position is $100,000 - $140,000 per year, depending on experience.
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