DPP is seeking a NICE CXone InContact Contact Center Engineer for an opportunity in Lansing, Michigan.
Work arrangement:
Hybrid highly preferred: 2 days/week onsite; 3 days/week remote.
W2 position; 12 months with possible extension.
Position 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.
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 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.
Required knowledge, skills, and abilities:
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)
Preferred:
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.
Interested?
Learn more:
Click the apply button or contact our recruiter Maricel at (url removed) to learn more about this position (#(phone number removed).
DPP offers a range of compensation and benefits packages to our employees and their eligible dependents.
Call today to learn more about working with DPP.
Authorized US Worker - US Citizens and those authorized to work in the US are encouraged to apply.
We are unable to sponsor at this time.
EOE/AA/V/D