Cloud Contact Center Engineer

Primary Location: Lansing, Michigan

V-Soft Consulting is currently hiring for a Cloud Contact Center Engineer for our premier client in Lansing, Michigan.

Critical

Education and Experience »

• 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 applications including Chrome and Edge issues when interacting with a Web based application like Salesforce/ Microsoft Dynamics.
  
  

What You’ll Do

Job Responsibilities:

• Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
• Prepare design documents based on business requirements for application development.
• 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.
• 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.
• 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.
  
  

Interested?

Qualified candidates should send their resumes to sshukla@vsoftconsulting.com

V-Soft Consulting Group is recognized among the top 100 fastest growing staffing companies in North America, V-Soft Consulting Group is headquartered in Louisville, KY with strategic locations in India, Canada and the U.S. V-Soft is known as an agile, innovative technology services company holding several awards and distinctions and has a wide variety of partnerships across diverse technology stacks.

As a valued V-Soft Consultant, you’re eligible for full benefits (Medical, Dental, Vision), a 401(k) plan, competitive compensation and more. V-Soft is partnered with numerous Fortune 500 companies, exceptionally positioned to advance your career growth.

V-Soft Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

For more information or to view all our open jobs, please visit www.vsoftconsulting.com or call (844) 425-8425.