Cloud Engineer - Cloud Contact Center Engineer at ITProFound
Lansing, MI
About the Job
Cloud Engineer - Cloud Contact Center Engineer
Title : Cloud Engineer - Cloud Contact Center Engineer
Address : Lansing, MI.
Type : Hybrid
Duration : 1 Year
Position location: Lansing, MI. Highly prefer candidates located in MI for hybrid schedule. If candidate is outside of MI, please indicate location – will consider 100% remote for outside MI candidates.
If submitting candidate outside of MI, please have them confirm their current location on RTR email document.
The following are required for bid submission:
- Resume, R2R, Pre-Screening Questions, Cover Sheet
Top Skill & Years of Experience Required:
- 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]
Please do NOT submit ‘DevOps Cloud Engineers, Genesys or Amazon Engineers’. Manager is looking for an Engineer to code on the NICE CXone platform.
5+ years of experience with Nice InContact CXone (ACD, IVR, Auto Dialer, Omnichannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant
4+ years of experience programming in one or more of the following languages: C#, C++, Java, JavaScript, Python.
3+ years of experience with NICE CXOne Studio.
5+ years experience developing, maintaining, and troubleshooting webservice API calls.
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.