NICE CXONE InContact Contact Center Technical Lead
3 days ago
Myticas Consulting is seeking a highly skilled NICE CXONE InContact Contact Center Engineer to join our team. As a technical lead, you will work closely with cross-functional teams and business stakeholders to design, develop, and implement complex 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.
- 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.
- 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]
- 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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