Job Description:

• NICE CXOne Studio experience - Knowledge of Nice InContact CXOne (ACD, IVR, Auto Dialer, Omnichannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) - 3+ years of experience (Critical)

• Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python

• Ability to develop, maintain, and troubleshoot web service API calls

NICE CXONE InContact Contact Centre 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 centre 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 an SME accessible by other team members to discuss and work through possible ways to achieve or design a requested IVR enhancement.

Job Type: Contract

Salary: $60.00 - $80.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Lansing, MI 48933: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Please share your work authorization/Visa status (USC/GC/EAD/H1).
• Please share the best time, number, and email to connect with you.

Education:

• Bachelor's (Preferred)

Experience:

• NICE OR CXOne: 4 years (Preferred)
• ACD OR IVR: 4 years (Preferred)
• JavaScript: 6 years (Preferred)
• Web services: 6 years (Preferred)
• Python: 6 years (Preferred)
• SME or Architect: 5 years (Preferred)
• Troubleshooting: 5 years (Preferred)
• API calls: 5 years (Preferred)

Work Location: One location

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