Cloud Contact Center Engineer (Lansing, MI)

Cedent; Lansing (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading technology firm based in Lansing, Michigan, is seeking an experienced Technical Lead to manage complex agency contact center solutions. The ideal candidate will have over 5 years of experience with NICE InContact CXone, strong API development skills, and expertise in configuring cloud-based systems. This role involves coordinating cross-functional teams and enhancing IVR systems. Excellent client management abilities are essential for success in this contract position.

Qualifications

• 5+ years of experience with NICE InContact CXone.
• 3+ years of NICE CXOne Studio experience.
• Ability to troubleshoot webservice API calls.

Responsibilities

• Manage multiple stakeholders in client-facing roles.
• Coordinate development and testing for IVR enhancements.
• Design and deploy APIs for business requirements.

Skills

Client management

API development

Stakeholder coordination

Cloud-based systems

Contact center technology

Tools

NICE InContact CXone

Salesforce

Job description

Overview

This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions.

Specifics below:

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.

Qualifications

• 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
• Experience in Contact Center Dashboard Creation
• Experience with Salesforce
• 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.

Department: Preferred Vendors
This is a contract position