What are the responsibilities and job description for the Cloud Engineer - Cloud Contact Center Engineer position at blueStone Staffing Solutions?
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Are you a seasoned Cloud Contact Center Engineer looking for an exciting new opportunity? Look no further! We are seeking an experienced Cloud Contact Center Engineer to join our dynamic team. You will play a key role in implementing complex agency contact center solutions, working closely with cross-functional teams and agency business teams.
What you'll be doing :
- Engaging confidently with clients, managing multiple stakeholders.
- Coordinating and executing release planning, development, testing, and releases on multiple agencies IVR enhancements.
- Creating call flow designs, chat, and integration to backend systems using application program interfaces (API).
- Managing NICE BU and 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.
- Working with the Architecture team to design, develop, and deploy APIs, consume APIs.
- Translating business requirements into technical requirements.
- Preparing design documents based on business requirements for application development.
- Working with cloud-based SaaS / PaaS / IaaS providers and virtualized systems, including application servers, databases, and networking infrastructure.
- Coordinating issue communication and resolution with multiple tech teams in the event of a problem.
- Reviewing support tickets with agency leadership and overseeing any support questions from other 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.
- 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]
- 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.
What you bring : Critical Skills :
Desired Skills :
If you are a dedicated professional with a passion for cloud engineering, we would love to hear from you. Contact us directly to learn more!
blueStone Staffing Solutions brings top talent to some of the most desired companies on a contract, contract-to-hire and direct hire basis. We take pride in presenting our candidates with great opportunities they may not have exposure to elsewhere. By working with blueStone, you'll have access to rewarding job opportunities, competitive compensation, and industry leading benefits packages. We look forward to helping you land your next career opportunity and achieve your goals!
Salary : $72 - $87
