Job description

We are looking for a Cloud Engineer to serve as a technical lead working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions.

Job 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

Skills & Requirements:

• NICE CXOne Studio experience - Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) - 3+ years of experience
• Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python – 4years
• Ability to develop, maintain, and troubleshoot webservice API calls – 5+ years of experience (Critical)
• Experience in Contact Center Dashboard Creation
• Experience with Salesforce is a plus
• Experience in Contact Center Dashboard Creation
• 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

MI6951

Job Types: Full-time, Contract

Pay: $55.00 - $65.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Lansing, MI 48933: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• NICE CXOne Studio : 3 years (Preferred)
• troubleshooting webservice API calls: 5 years (Preferred)
• cloud engineering: 3 years (Preferred)

Work Location: Hybrid remote in Lansing, MI 48933

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