Job Location: Available to work Hybrid, Lansing, MI
Note: MS Teams video interview with camera ON, 2 days a week in office REQUIRED.
Job
Description:
NICE CXONE In-Contact Contact
Centre Engineer -- This is a technical lead role
working with cross-functional teams and agency business teams to support and
implement complex agency contact center solutions. Specifics below:
- Confident in a client facing role and possess
the ability to manage multiple stakeholders.
- 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
- Works 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.
Requirements
Skills Set:
Skill
| Required /
Desired
| Experience
|
Knowledge of Nice
InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction
Analytics, POCs & Auto Attendant)
|
| 6 Years
|
Ability to program in
one or more of the following software languages: C#, C++, Java, JavaScript,
Python.
|
| 5 Years
|
Ability to develop,
maintain, and troubleshoot webservice API calls.
|
| 5 Years
|
NICE CXOne Studio experience.
|
| 4 Years
|
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.
|
| -
|