Cloud Contact Center Engineer

This is a Hybrid role in Lansing, Michigan looking for candidate who can worked on a Hybrid schedule, 2 days a week in office REQUIRED.

Local and Non-local candidates can apply.

MUST BE WILLING TO RELOCATE Day 1

Interviews: MS Teams video interview with camera ON.

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.

• 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.