What are the responsibilities and job description for the Cloud Contact Center Engineer position at Peer Consulting Resources Inc.?
Contact Details : Sandeep Bisane
Email : sandeep.bisane@peer-consulting.com
Cell : (732) 802-7361
Job Title : Cloud Contact Center Engineer
Location : Lansing, MI (Remote)
Duration : 12 Months
Years of Experience : 10 Yrs.
Required Hours / Week : 40hrs. / Week
Notes :
Non-local is workable.
Nice InContact CXone experience is a Must.
The end client is looking for an Engineer to code on the NICE CXone platform
Role 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. 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.
Required 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.
Preferred Skills :
Experience in Contact Center Dashboard Creation
Experience with Salesforce
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.
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