Role: Cloud Engineer ID-134421

Location: Lansing MI (Hybrid) Need Locals No relocation

Client: State of MI

Interviews: MS Teams video interview with camera ON.

Duration: 1 year with possible extension

Position location: Lansing: Hybrid schedule, 2 days a week in office REQUIRED.

Local and Non-local candidates can apply. MUST BE WILLING TO RELOCATE

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 web service API calls [5+ years of experience preferred]

Please do not submit ‘DevOps Cloud Engineers’. Manager is looking for an Engineer to code on the NICE CXone platform.

Role description:

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 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]

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

*NOTE – Candidates will not be considered if they do not respond to pre-screening questions. This person must be able to program and develop scripts and interfaces for NICE CxONE application, and therefore, any relevant experience needs to be shared via the pre-screening questions.

Email: Pranai.r@Topsysit.com

Phone: 678-257-2747

Thanks, Regards

TOPSYS IT jobs

Cloud Engineer