Period of Performance: 1 year with possible extension.

Position location: Lansing: Hybrid schedule, 2 days a week in office REQUIRED. Tuesday & Wednesday.

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

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.

· 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.

· BuildCall 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 Matrix

· 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 (Critical)

· Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python – 4years (Critical)

· 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.

Job Type: Full-time

Pay: $60.00 - $65.00 per hour

Schedule:

• Monday to Friday

Ability to commute/relocate:

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

Experience:

• Computer networking: 1 year (Preferred)
• LAN: 1 year (Preferred)

Security clearance:

• Confidential (Preferred)

Work Location: Hybrid remote in Lansing, MI 48933

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