Cloud Engineer - Cloud Contact Center Engineer

Job Description

This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions.

Job Duties

• 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.

Requirements

5 years :

4 years :

3 years :

Desired Skills

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.

Minimum Education

Location

Additional Requirements

Employment Terms

About Zenfreed

At Zenfreed, we are more than an IT company. We bridge the gap between people wanting to do the work they were meant to do and organizations needing the right talent.

We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Benefits

We understand a comprehensive benefits package is crucial to employment satisfaction. We offer medical, dental and vision coverage options for all employees.

Requirements

5 years : Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) 4 years : Ability to program in one or more of the following software languages : C#, C , Java, JavaScript, Python Ability to develop, maintain, and troubleshoot webservice API calls 3 years : NICE CXOne Studio experience Desired Skills 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. Minimum Education Bachelor's Degree Location Highly prefer candidates located in MI. 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. Position is a hybrid schedule for candidates in MI. Working hours Monday-Friday, approximately 8 : 00 a.m. to 5 : 00 p.m. Additional Requirements Must be authorized to work in the United States; We are unable to offer sponsorships at this time Must undergo a background check and drug screening for employment. Employment Terms This is a W2 position 40 hrs per week HYBRID schedule - for candidates in MI About Zenfreed At Zenfreed, we are more than an IT company. We bridge the gap between people wanting to do the work they were meant to do and organizations needing the right talent. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.