Job ID: MI-109308 (913090923)10A
Onsite Contact Center Lead with Genesys Interaction Routing Designer, JavaScript, web service API, NICE CXONE Studio, intersystem networking, Chrome/Edge troubleshooting, IVR, cloud/virtual systems experience
Location: Lansing, MI DTMB
Duration: 12+ Months
Must be able to come onsite 2x a week starting with day 1
Local and Non Local candidates may apply.
Critical Skills:
Ability to program in scripting languages such as JavaScript.
Ability to develop, maintain, and troubleshoot web service API calls.
NICE CXone Studio experience. (Formerly inContact).
Desired Skills:
Base knowledge of intersystem networking, and data traffic flow between components.
Ability to troubleshoot Chrome and Edge issues when interacting with a Web based application.
Skills Matrix
Contact Center Development experience (NICE CXONE , Genesys Interaction Routing Designer, Amazon
etc.., ) – 5+ years
NICE CXone Studio experience – 2-3+ years
Ability to program in scripting languages such as Javascript – 4+ years experience
Ability to develop, maintain, and troubleshoot web service API calls – 5+ years of experience
Role description:
Lead and direct cross-functional technical and agency business teams to support complex
agency contact center solutions. Provide technical oversight and develops strong customer
relationship and contact center business operations understanding.
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.
Builds Call flow designs, Chat and integration to backend systems using application
program interfaces (API).
Skills based routing design and implementation for voice, chat, 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.
ID-Verification-Interview-Process-UPDATED-6.pdf
State of Michigan Hybrid Work Environment Attestation (12).docx
Leave a Reply