Cloud Engineer

Role description:

NICE CXONE InContact Contact Center Engineer

• This is a technical lead role working with crossfunctional 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 cloudbased 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.