Homefield IT is hiring a
Contact Center Engineer

Summary

We are seeking an experienced engineer with 4+ years of experience in NICE Contact Center design and custom scripting, and 2+ years of experience deploying NICE. The role is based out of Grand Rapids or remotely, with up to 25% travel possible. As a Contact Center Engineer, you will be designing and implementing NICE CXone solutions, collaborating with business stakeholders, and creating detailed documentation.

Requirements

• 4+ years of experience in NICE Contact Center design and custom scripting
• 2+ years of experience deploying NICE
• Proficiency in NICE CXOne studio custom scripting and CXOne Automation Studio

Responsibilities

• Utilize your extensive experience and knowledge of NICE CXOne to design and deploy effective solutions that align with business needs and objectives
• Collaborate with business leaders and stakeholders to understand their requirements, gather feedback, and incorporate their input into the solution design
• Clearly communicate NICE CXOne features, designs, and capabilities to non-technical stakeholders, ensuring their understanding and alignment with business objectives
• Work closely with technical stakeholders to identify and document business requirements, translating them into detailed technical design to deploy
• Partner with the technical teams to deliver a robust solution within NICE that delivers on business requirements
• Collaborate with the Operational, Architectural team to create testing plans, ensure solution quality, and validate that the NICE CXOne deployment meets the defined requirements
• Create detailed documentation, including solution architecture, technical specifications, and other relevant materials to support the implementation and maintenance of NICE CXOne
• Develop custom scripts using NICE CXOne studio and CXOne Automation Studio to enhance functionality, automate processes, and optimize workflows within the contact center environment

Preferred Qualifications

NICE CXone certifications and relevant industry certifications are a plus