Cloud Engineer – Cloud Contact Center Engineer
Job Position: Cloud Engineer – Cloud Contact Center Engineer
We are seeking a technical lead to join our team as a NICE CXONE InContact Contact Center Engineer. This role requires a dynamic individual who can work with cross-functional teams to support and implement complex agency contact center solutions.
Key Responsibilities:
- Managing client relationships and coordinating with multiple stakeholders.
- Overseeing release planning, development, testing, and releases for multiple agencies’ IVR enhancements.
- Designing call flow, chat, and backend system integration using application program interfaces (APIs).
- Providing Subject Matter Expertise (SME) input into solution design, and optimization for network solutions.
- Designing and implementing skills-based routing for voice, chat, email, and SMS contact center technology.
- Collaborating with the Architecture team to design, develop, and deploy APIs.
- Translating business requirements into technical requirements.
- Preparing design documents based on business requirements for application development.
- Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems.
- Coordinating issue communication and resolution with multiple tech teams.
- Reviewing support tickets with agency leadership and overseeing support questions from team members.
- Acting as a SME accessible by other team members to discuss and work through possible ways to achieve or design a requested IVR enhancement.
Essential Skills:
- 5+ years of experience with Nice InContact CXone (ACD, IVR, Auto Dialer, Omnichannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant).
- 4+ years of experience programming in one or more of the following languages: C#, C++, Java, JavaScript, Python.
- 3+ years of experience with NICE CXOne Studio.
- 5+ years experience developing, maintaining, and troubleshooting webservice API calls.
Desirable Skills:
- 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.
*NOTE – Candidates will not be considered if they do not respond to pre-screening questions. This person must be able to program and develop scripts and interfaces for NICE CxONE application, and therefore, any relevant experience needs to be shared via the pre-screening questions.
Are you ready to showcase your skills and become a part of a great, growing team? Contact us directly to learn more!
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