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Job Title: Cloud Contact Center EngineerLocation: Lansing MI (Hybrid)Position Type: Contract with Possible extensionDuration: 12+ months Job Description:This is a technical lead role working with cross-functional teams and agency business teams to supportand 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 onmultiple agencies IVR enhancements.· Build Call flow designs, Chat and integration to backend systems using applicationprogram interfaces (API).· Manage NICE BU and provide Subject Matter Expertise (SME) input into solution design, andoptimization for network solutions.· Skills based routing design and implementation for voice, chat, email, and SMS contactcenter technology· Works with the Architecture team to design, develop, and deploy APIs, consume APIs.· Understand business requirements with the ability to translate to technicalrequirements· Prepare design documents based on business requirements for the applicationdevelopment· Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualizedsystems, including application servers, databases, and networking infrastructure.· Coordinate issue communication and resolution with multiple other tech teams in theevent of a problem.· Review support tickets with agency leadership and oversee any support questions fromother 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 possibleways to achieve or a design a requested IVR enhancement. Skills Matrix· NICE CXOne Studio experience - Knowledge of Nice InContact CXone (ACD, IVR, AutoDialer, 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 – 4years (Critical)· Ability to develop, maintain, and troubleshoot webservice API calls – 5+ years ofexperience (Critical)· Experience in Contact Center Dashboard Creation· Experience with Salesforce is a plus· Experience in Contact Center Dashboard Creation· Base knowledge of intersystem networking, and data traffic flow betweencomponents.· Ability to troubleshoot end to end Call center application including Chrome and Edgeissues when interacting with a Web based application like Salesforce/ MicrosoftDynamics.