What are the responsibilities and job description for the Contact Center Engineer position at PDSSOFT INC.?
Contact Center Engineer
Location: Lansing, MI
Duration: Long Term
Job 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.
- 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.
