Cloud Engineer

Job 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, and consume APIs.

• Understand business requirements with the ability to translate them into 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 an SME accessible by other team members to discuss and work through possible ways to achieve or design a requested IVR enhancement.

Skills:

Critical:

• 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]