What are the responsibilities and job description for the NICE CXONE InContact Contact Center Engineer position at Stafford Gray LLC?
Position location: Lansing: Hybrid schedule, 2 days a week in office REQUIRED.
Local and non-local candidates can apply. MUST BE WILLING TO RELOCATE
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:
Skills:
Critical:
Local and non-local candidates can apply. MUST BE WILLING TO RELOCATE
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]
- 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
