NICE CXONE InContact Contact Center Solutions Engineer

4 days ago

Lansing, Michigan, United States Radiant System, Inc Full time
NICE CXONE InContact Contact Center Engineer

Job Summary:

We are seeking a highly skilled NICE CXONE InContact Contact Center Engineer to join our team at Radiant System, Inc. As a technical lead, you will be responsible for supporting and implementing complex agency contact center solutions.

Key Responsibilities:

  • Manage multiple stakeholders and coordinate release planning, development, testing, and releases on multiple agencies IVR enhancements.
  • Design and implement call flow, chat, and integration to backend systems using application program interfaces (API).
  • Provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions.
  • Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.
  • Work with the Architecture team to design, develop, and deploy APIs, consume APIs.
  • Translate business requirements into technical requirements and prepare design documents.
  • Experience with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and networking infrastructure.
  • Coordinate issue communication and resolution with multiple tech teams in the event of a problem.

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 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 issues.

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