FASTTEK GLOBALpowered by Fast Switch - Great Lakes
(734) 744-9373
Lansing, Michigan
Cloud Engineer #955911
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 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.