Job ID: MI-138581 (912090112)
Hybrid/Local NICE CXONE InContact Engineer with ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Auto Attendant, C#, C++, Java, Python, web service API, Salesforce Experience
Location: Lansing, MI(DTMB)
Duration: 12 Months
Candidates will not be considered if they do not respond to pre-screening questions. This person
must be able to program and develop scripts and interfaces for NICE CxONE application, and therefore, any
relevant experience needs to be shared via the pre-screening questions.
Skills:
-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 web service API calls [5+ years of experience
preferred]
Desired:
-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 applications including Chrome and Edge issues when
interacting with a Web based application like Salesforce/ Microsoft Dynamics.
Role 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. 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).
-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 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 design a requested IVR enhancement.
Updated MI Cover Sheet (1).docx