Cloud Contact Center Engineer - Randstad USA

job summary:

This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions.

 
location: Lansing, Michigan
job type: Contract
salary: $75 - 80 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:

• 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.

 
qualifications:

• Experience level: Experienced
• Minimum 5 years of experience
• Education: Bachelors

 
skills:

NICE CXOne

C#

C++

Python

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.