What are the responsibilities and job description for the Cloud Contact Center Engineer position at Thoughtwave Software and Solutions?
Job Details
Role: Cloud Contact Center Engineer
Duration: 12 Months
Location: Remote
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 aproblem.
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.
Top Skill & Years of Experience Required:
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]
Duration: 12 Months
Location: Remote
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 aproblem.
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.
Top Skill & Years of Experience Required:
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]
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
