New

Cloud Contact Center Engineer

TEKsystems
$55.00 - $75.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Michigan, Lansing
Jan 09, 2025
Description Role 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. Skills Cloud, Python, C#, c++, java, javascript, CXone, contact center, dashboard, Salesforce, data management, dynamics Top Skills Details Cloud,Python,C#,c++,java,javascript,CXone,contact center Additional Skills & Qualifications *** Please do not submit 'DevOps Cloud Engineers, Genesys or Amazon Engineers'. Manager is looking for an Engineer to code on the NICE CXone platform. NOTE - Candidates will not be considered if they do not respond to pre-screening questions. This person must be able to program and develop scripts and interfaces for NICE CxONE application, and therefore, any relevant experience needs to be shared via the pre-screening questions. Pre-screening questions: Do you have quality experience in any of the skillsets outlined below? If yes, please identify your years of experience and specifically describe your involvement for each area of expertise. 1.Knowledge of NICE InContact and/or NICE CXone (ACD, IVR, Auto Dialer, Omnichannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) (5+ years of experience preferred) 2.Knowledge of scripting in NICE CXOne Studio (3+ years of experience preferred) 3.Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python (4+ years of experience preferred) 4.Knowledge of working with a RESTful web service / API (5+ years of experience preferred) Experience Level* Intermediate Level Pay and Benefits The pay range for this position is $55.00 - $75.00 Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position will be accepting applications until Jan 14, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.