Cloud Contact Center Engineer
Cloud Contact Center Engineer
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Job Description
For over 15 years Trilyon has been at the forefront of providing comprehensive global workforce solutions and staffing services. Leveraging our extensive expertise across multiple domains such as Cloud technology Salesforce AI Machine Learning and Technical Writing we consistently exceed expectations in catering to a wide range of requirements.
Currently we are seeking a Cloud Contact Center Engineer for one of our clients that is a leading multination corporation.
Position: Cloud Contact Center Engineer
Location: Lansing MI (Hybrid Role with 2 days onsite in week)
Duration: 12 Months contract with high possibility of extension.
Job 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.
Equal Employment Opportunity
Employment Type
Full Time
