Cloud Engineer Cloud Contact Center Engineer
Cloud Engineer Cloud Contact Center Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
Top Skill & Years of Experience Required:
Knowledge of Nice InContact CXone (ACD IVR Auto Dialer OMNI Channel 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
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 In Contact CXone (ACD IVR Auto Dialer OMNI Channel WFM Studio Interaction Analytics POCs & Auto Attendant) 5 years of experience preferred
- NICE CXOne Studio experience3 years of experience preferred
- Ability to program in one or more of the following software languages: C# C Java JavaScript Python4 years of experience preferred
- Ability to develop maintain and troubleshoot web service API calls5 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.
*NOTE Candidates will not be considered if they do not respond to pre-screening person must be able to program and develop scripts and interfaces for NICE CxONE application and thereforeany relevant experience needs to be shared via the pre-screening questions.
Employment Type
Full Time
