Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs Auto Attendant) - 5+ years preferred
NICE CXOne Studio experience - 3+ years preferred
Ability to develop, maintain, and troubleshoot webservice API calls - 5+ years preferred
Requirements:
Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements
Manage NICE BU and provide Subject Matter Expertise (SME) input into solution design and optimization for network solutions
Build call flow designs, chat, and integration to backend systems using application program interfaces (API)
Prepare design documents based on business requirements for application development
Job description
Job Title : Technical Lead NICE CXONE Location : Remote Experience : 8-12 Years
Full job description
Job Summary We are seeking a skilled Technical Lead NICE CXONE InContact Contact Center Engineer (Cloud) with Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) experience to join our team. The ideal candidate will have. Top Skill & Years of Experience Required:
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 develop, maintain, and troubleshoot webservice API calls [5+ years of experience preferred]
NICE CXONE InContact Contact Center Engineer -- This is a lead developer 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.
Desired:
Experience in Contact Center Dashboard Creation
Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python
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.
Experience:
NICE InContact and/or NICE CXone: 5 years (Required)
scripting in NICE CXOne Studio: 3 years (Required)
Restful Webservices / API: 5 years (Preferred)
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
