Cloud Contact Center Engineer

Summary

Join our team as a Cloud Contact Center Engineer! This technical lead role involves collaborating with cross-functional teams to support and implement complex agency contact center solutions. You will coordinate release planning, development, testing, and releases for IVR enhancements, build call flow designs, and manage NICE BU. This position requires expertise in NICE CXONE, API development, and cloud-based systems. The ideal candidate possesses strong programming skills and experience in contact center technologies. Location is hybrid in Lansing, MI, with remote options considered for candidates outside of Michigan.

Requirements

• Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant)
• NICE CXOne Studio experience
• Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python
• Ability to develop, maintain, and troubleshoot webservice API calls
• Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure

Responsibilities

• 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
• 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

Preferred Qualifications

• 5+ years of experience with Nice InContact CXone (ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant)
• 3+ years of experience with NICE CXOne Studio
• 4+ years of experience programming in one or more of the following software languages: C#, C++, Java, JavaScript, Python
• 5+ years of experience developing, maintaining, and troubleshooting webservice API calls
• 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