Cloud Contact Center Engineer

Company: TEKsystems
Location: Lansing
Posted on: January 18, 2025

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. --- 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.Additional Skills & QualificationsManager is looking for an Engineer to code on the NICE CXone platform.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.Pay and BenefitsThe pay range for this position is $55.00 - $75.00Eligibility 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 TypeThis is a fully remote position.Application DeadlineThis position will be accepting applications until Jan 20, 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.

Keywords: TEKsystems, Detroit , Cloud Contact Center Engineer, Engineering , Lansing, Michigan