NICE CXONE InContact Contact Center Engineer - PSR Associates Inc
Lansing, MI 48933
About the Job
PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.
NICE CXONE InContact Contact Center Engineer
We are seeking a NICE CXONE InContact Contact Center Engineer to join our team. The selected candidate will work a hybrid schedule consisting of two (2) days each week onsite in Lansing, MI and three (3) days each week remotely.
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:
Skills:
Critical:
Desired:
NICE CXONE InContact Contact Center Engineer
We are seeking a NICE CXONE InContact Contact Center Engineer to join our team. The selected candidate will work a hybrid schedule consisting of two (2) days each week onsite in Lansing, MI and three (3) days each week remotely.
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.
- 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.
Source : PSR Associates Inc