Cloud Contact Center Engineer - Sunrise Systems Inc
Lansing, MI 48933
About the Job
Job Title: Cloud Contact Center Engineer
Job ID: 24-04630
Location: Lansing, MI (Hybrid schedule, 2 days a week in office REQUIRED.)
Duration: 1 year with possible extension.
Role description:
NICE CXONE InContact Contact Center Engineer -- This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions.
Specifics below:
Job ID: 24-04630
Location: Lansing, MI (Hybrid schedule, 2 days a week in office REQUIRED.)
Duration: 1 year with possible extension.
Role description:
NICE CXONE InContact Contact Center Engineer -- This is a technical lead role working with cross-functional 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.
- 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.
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]
Contact:
Jaya Balaji: jayabalaji.s@sunrisesys.com | 732-313-0266 | URL: www.sunrisesys.com
Source : Sunrise Systems Inc
