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- 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.
- 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.
- Build Call flow designs, Chat and integration to backend systems using application program interfaces (API).
- 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.
- Keep up to date on vendor products and enhancements and use the information as needed to improve customer usage of our supported platforms.
- Ability to program in scripting languages such as JavaScript.
- Ability to develop, maintain, and troubleshoot webservice API calls.
- NICE CXOne Studio experience. (Formerly, NICE inContact).
- 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.
- Contact Center Development experience (NICE CXOne, Amazon Connect etc,) – 5+ years of experience
- NICE CXOne Studio experience – 2- 3+ years of experience
- Ability to program in scripting languages such as Javascript – 4+ years of experience
- Ability to develop, maintain, and troubleshoot webservice API calls – 5+ years of experience