End User Support - Cloud Engineer

Cloud Contact Center Engineer

Lansing, MI

Role description: 

NICE CXONE InContact Contact Center 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. 

Skills:

Critical:

· 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: 

· 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. 

Cloud Contact Center Engineer

Lansing, MI

Role description: 

NICE CXONE InContact Contact Center 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. 

Skills:

Critical:

· 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: 

· 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.