Onsite Contact Center Lead with Genesys Interaction Routing Designer, JavaScript, webservice API, NICE CXONE Studio, intersystem networking, Chrome/Edge troubleshooting, IVR, cloud/virtual systems experience

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.

MI_E-RTR-9.doc

ID-Verification-Interview-Process-UPDATED-6.pdf

State of Michigan Hybrid Work Environment Attestation (12).docx

NEW-MI-Candidate-Cover-Sheet-5.docx

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