NICE CXone Engineer - American Technology Consulting

Role description: NICE CXONE InContact Contact Center Engineer -- This is a technical lead roleworking with cross-functional teams and agency business teams to support andimplement 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 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]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.