Cloud Contact Center Engineer

5 giorni fa

Re, Italia Trilyon, Inc. A tempo pieno

For over 15 years Trilyon has been at the forefront of providing comprehensive global workforce solutions and staffing services. Leveraging our extensive expertise across multiple domains such as Cloud technology Salesforce AI Machine Learning and Technical Writing we consistently exceed expectations in catering to a wide range of requirements.

Currently we are seeking a Cloud Contact Center Engineer for one of our clients that is a leading multinational corporation.

Job Title: Cloud Contact Center Engineer

Location: Lansing MI (Hybrid role 2 days onsite per week)

Duration: 12 months contract

Role description:

  • NICE CXONE InContact Contact Center Engineer This is a technical lead role working with crossfunctional teams and agency business teams to support and implement complex agency contact center solutions. Specifics below:
  • Confident in a clientfacing 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.
  • Skillsbased routing design and implementation for voice chat email and SMS contact center technology
  • Works with the Architecture team to design develop and deploy APIs and consume APIs.
  • Understand business requirements with the ability to translate them to technical requirements
  • Prepare design documents based on business requirements for the application development
  • Experience with cloudbased 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 who might be working on one of those agencies tickets.
  • Act as an SME accessible by other team members to discuss and work through possible ways to achieve or design a requested IVR enhancement.

Skills: Critical:

  • 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 program in one or more of the following software languages: C# C Java JavaScript Python 4 years of experience preferred
  • Ability to develop maintain and troubleshoot web service API calls 5 years of experience preferred

Desired:

  • Experience in Contact Center Dashboard Creation
  • Experience with Salesforce
  • Base knowledge of intersystem networking and data traffic flow between components.
  • Ability to troubleshoot endtoend Call center applications including Chrome and Edge issues when interacting with a Webbased application like Salesforce/ Microsoft Dynamics.

Akshay Shetey

Sr. Technical Recruiter

P: (877)x 119 (408)

E:

Equal Employment Opportunity

Trilyon is an Equal Opportunity Employer committed to fairness and respect for all individuals. We value diversity in age disability ethnicity gender gender identity religion and sexual orientation believing it drives innovation and better service. Employment decisions are made impartially without regard to any protected characteristic under federal state or local law. Our diverse team drives innovation competitiveness and creativity enhancing our ability to effectively serve our clients and communities. This commitment to diversity makes us stronger and more adaptable.

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