ATC · 2 months ago
Contact Center Engineer (Nice Contact CXone)
United States
Contract
Remote
Senior Level
5+ years expATC is seeking a NICE CXONE InContact Contact Center Engineer to lead technical efforts in implementing complex agency contact center solutions. The role involves coordinating cross-functional teams, managing client relationships, and optimizing network solutions while providing subject matter expertise in NICE CXone technologies.
Internet
Responsibilities
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 a design a requested IVR enhancement
Qualification
Required
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
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 webservice API calls [5+ years of experience preferred]
Preferred
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 application including Chrome and Edge issues when interacting with a Web based application like Salesforce/ Microsoft Dynamics
Company
ATC
ATC is connecting you with a sustainable energy future.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Mike Rowe
President and CEO
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