Cloud Engineer

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. 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.

Skills:

Cloud, Python, C#, c++, java, javascript, CXone, contact center, dashboard, Salesforce, data management, dynamics

Top Skills Details:

Cloud,Python,C#,c++,java,javascript,CXone,contact center