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Cloud Engineer - Cloud Contact Center Engineer

Interviews: MS Teams video interview with camera ON.

Duration: 1 year with possible extension

Position 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,  

Top Skill & Years of Experience Required:

           NICE CXOne Studio experience - Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) -   3+ years of experience (Critical)

           Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python 4years (Critical)

           Ability to develop, maintain, and troubleshoot webservice API calls 5+ years of experience (Critical)

Full Job Description.

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. 

• 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 Matrix

                     NICE CXOne Studio experience - Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) -   3+ years of experience (Critical)

                     Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python  4years (Critical)

                     Ability to develop, maintain, and troubleshoot webservice API calls  5+ years of experience (Critical)

                     Experience in Contact Center Dashboard Creation

                     Experience with Salesforce is a plus

                     Experience in Contact Center Dashboard Creation

                     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.