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 who might be working on one of those agencies’ tickets.
· Act as an SME accessible by other team members to discuss and work through possible ways to
achieve or design a requested IVR enhancement.
Skills:
· 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 web service 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.