Client info: DTMB  End User Support

Note:

* Interviews: MS Teams video interview with camera ON.

* Duration: 1 year with possible extension

* Position location: Lansing: Hybrid schedule, 2 days a week in office REQUIRED.

* Local and non-local candidates can apply. MUST BE WILLING TO RELOCATE.

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 a 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]

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 application including Chrome and Edge issues when interacting with a Web based application like Salesforce/ Microsoft Dynamics.