What are the responsibilities and job description for the Cloud Engineer - Cloud Contact Center Engineer position at Integrated Resources, Inc ( IRI )?
Job Title: Cloud Engineer - Cloud Contact Center Engineer
Location: Lansing, MI (Hybrid- 2 Days Onsite per week)
Duration: 12 Months (Possible Extension)
Interviews: MS Teams video interview with camera ON.
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:
Location: Lansing, MI (Hybrid- 2 Days Onsite per week)
Duration: 12 Months (Possible Extension)
Interviews: MS Teams video interview with camera ON.
- Repost of 134421 - DO NOT submit repeat candidates
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 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 applications including Chrome and Edge issues when interacting with a Web based application like Salesforce/ Microsoft Dynamics.
