NICE CXONE InContact Contact Center Engineer

Position location: Lansing: Hybrid schedule, 2 days a week in office REQUIRED.

Local and non-local candidates can apply. MUST BE WILLING TO RELOCATE

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:

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.