Job Description

Need someone who can demonstrate high level of competency in CxOne Studio, ProactiveXS, and API Development. Job duties: NICE CXone Contact Center Engineer -- This is a senior developer role working with cross-functional teams and business teams to support and implement agency contact center solutions IVR campaigns with integrations to enterprise systems (CRM, Data Platform, etc) 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). • Design and migrate existing IVR campaigns from AcuCall platform to NICE CXone platform • 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 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: • Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNI Channel, 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 • Experience with AcuCall Contact Center Solutions • 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.