NICE CXONE InContact Contact Center Engineer

The State of Michigan is looking for a Cloud Engineer - Cloud Contact Center Engineer
Close to Submissions on 1/13 at 10am EST.

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 a design a requested IVR enhancement.

Skills: Critical:
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]
Desired:
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.

Please do NOT submit DevOps Cloud Engineers, Genesys or Amazon Engineers . Manager is looking for an Engineer to code on the NICE CXone platform.
Position location: Lansing, MI. Highly prefer candidates located in MI for hybrid schedule. If candidate is outside of MI, please indicate location will consider 100% remote for outside MI candidates.
If submitting candidate outside of MI, please have them confirm their current location on RTR email document.
Interviews: Virtual Interview via MS Teams video. Please use laptop and be prepared so share screen if asked. Use of headphones is strongly discouraged. A screenshot photo of candidate will be required for any Teams interviews as well as a vendor present at beginning of interview to validate candidate.

Pre-screening questions
Do you have quality experience in any of the skillsets outlined below? If yes, please identify your years of
experience and specifically describe your involvement for each area of expertise.

1. Knowledge of NICE InContact and/or NICE CXone (ACD, IVR, Auto Dialer, Omnichannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) [5 years of experience preferred]
ANS:

2. Knowledge of scripting in NICE CXOne Studio [3 years of experience preferred]
ANS:

3. Ability to program in one or more of the following software languages: C#, C , Java, JavaScript, Python [4 years of experience preferred]
ANS:

4. Knowledge of working with a RESTful web service / API [5 years of experience preferred]
ANS: