Cloud Engineer - Cloud Contact Center Engineer
Cloud Engineer - Cloud Contact Center Engineer
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Job Description
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.
*NOTE Candidates will not be considered if they do not respond to prescreening 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 prescreening questions.
Employment Type
Full Time
