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.