- 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
- 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
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
- 8 hour shift
- Monday to Friday
- Lansing, MI 48933: Reliably commute or planning to relocate before starting work (Required)
- Bachelor's (Preferred)
- NICE CXOne Studio : 3 years (Preferred)
- troubleshooting webservice API calls: 5 years (Preferred)
- cloud engineering: 3 years (Preferred)
Company
Location
Lansing, MI - United States of America
Job type
Full-Time
JavaScript Job Details
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:
Skills & Requirements:
MI6951
Job Types: Full-time, Contract
Pay: $55.00 - $65.00 per hour
Benefits:
Schedule:
Ability to commute/relocate:
Education:
Experience:
Work Location: Hybrid remote in Lansing, MI 48933
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