Cloud Engineer - Cloud Contact Center Engineer

Job ID: 138581
Job Title: Lansing MI IT DTMB CSS End User Support Cloud Engineer Cloud Contact Center Engineer
Location: Lansing MI 48933. Hybrid
Duration: 1 year with possible extension
Bill Rate: $90.90/hr
Candidate C2C Pay Rate: $75/hr

Locals to MI Only No relocation candidates

2 days onsite/3 days remote

Pre Screening questions are attached and must be answered by the candidate & attached to submission.

Position location: Lansing MI. Highly prefer candidates located in MI for hybrid schedules. If a candidate is outside of MI please indicate location will consider 100% remote for outside MI candidates.

If submitting candidates outside of MI please have them confirm their current location on the RTR email document.

Interviews: Virtual Interview via MS Teams video. Please use a laptop and be prepared so share a screen if asked. Use of headphones is strongly discouraged. A screenshot photo of the candidate will be required for any Teams interviews as well as a vendor present at the beginning of the interview to validate the candidate.

Please do NOT submit DevOps Cloud Engineers Genesys or Amazon Engineers. Manager is looking for an Engineer to code on the NICE CXone platform.

*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.

Close to Submissions on 1/13 at 10am EST.

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 webservice API calls 5 years of experience preferred

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.