Senior Cloud Solutions Architect

1 day ago


GondrecourtleChâteau, Grand Est, United States Ecolab Full time

Estimated Salary: $120,000 - $180,000 per year

About Ecolab

A global sustainability leader offering water, hygiene and infection prevention solutions and services that protect people and the resources vital to life.

We are a trusted partner at nearly three million customer locations in more than 170 countries around the world.

Job Description

As a Technical Lead for our NICE CXone Contact Center solution, you will be responsible for leading the technical delivery of this product as the primary point of contact and accountable for keeping track of features and capabilities.

You will manage a team of developers, ensuring they have the necessary skills and knowledge to deliver high-quality solutions.

You will work closely with customers to gather business needs, articulate those into detailed requirements, and work with subcontractors and vendors to ensure work is delivered accurately and to specification.

You will 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.

Additionally, you will provide expert level technical support to resolve issues, working with end users, SMEs, subcontractors, and vendors.

You will also lead and participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company's infrastructure.

Required Skills and Qualifications
  • Bachelor's Degree in computer science, Engineering or related field, or equivalent experience
  • 8 years of experience working with technology solutions in IT industry
  • 5 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)
Benefits

We offer comprehensive and market-competitive benefits to meet the needs of our associates and their families.

This includes medical, dental, and vision insurance, retirement savings plan, paid time off, and much more.

We also offer opportunities for professional growth and development through training and education programs.



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