Cloud Contact Center Engineer (120426)
Client: State of MI
Location: Lansing, MI (Hybrid schedule, 2 days a week in office REQUIRED. Tuesday & Wednesday. NO REMOTE OPTION. Local and Non-local candidates can apply. MUST BE WILLING TO RELOCATE)
Duration: 1 year with possible extension
Only GC or US Citizens can apply for this position
Close to Submissions on 7/28 at 10AM EST.
Interviews: MS Teams video interview with camera ON.
Top Skill & Years of Experience Required:
• Experience 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]
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.
*NOTE – Candidates will not be considered if they do not respond to pre-screening 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 pre-screening questions.