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Cloud Engineer

Lansing, MI 48933

Posted: 01/06/2025 Job Number: 147133

Job Description

Title: Cloud Engineer – Cloud Contact Center Engineer

Location: Work from Home

Schedule: Mon – Fri, 8:00AM – 5:00PM EST

Note: This is a W2 contract role, and is NOT open to C2C candidates

This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions. Specific job duties include:
  • Coordinating and performing release planning, development, testing, and releases on multiple agency IVR enhancements
  • Building call flow designs, chat, and integration to backend systems using application program interfaces (API)
  • Managing NICE BU and providing Subject Matter Expertise (SME) input into solution design and optimization for network solutions
  • Handling routing design and implementation for voice, chat, email, and SMS contact center technology
  • Working with the Architecture Team to design, develop, and deploy APIs, and consume APIs
  • Understanding business requirements, translating technical requirements, and preparing design documents based on those requirements
  • Coordinating issue communication and resolution with multiple technology teams in the event of a problem
  • Reviewing support tickets with agency leadership and resolving any questions from other team members working on support tickets
  • Acting as an SME accessible by other team members to discuss and work through possible ways to achieve or design requested IVR enhancements
Position Qualifications:
  • 5+ years of experience with NICE InContact CXone (ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio, Interaction Analytics, POCs, and Auto Attendant), including 3+ years of experience with NICE CXOne Studio
  • 4+ years of experience programming in one or more of the following software languages: C#, C++, Java, JavaScript, or Python
  • 5+ years of experience developing, maintaining, and troubleshooting webservice API calls
  • Experience with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and networking infrastructure
  • Confidence in client-facing roles, with ability to manage multiple stakeholders
  • Experience in Contact Center dashboard creation preferred
  • Experience with Salesforce preferred
  • Knowledge of intersystem networking and data traffic flow between components preferred
  • Ability to troubleshoot end-to-end Contact Center applications, including Chrome and Edge issues when interacting web-based applications like Salesforce or Microsoft Dynamics, preferred
  • A minimum of a Bachelor's Degree in Computer Science, Information Systems, or other relevant field
Note: This is a W2 contract role, and is NOT open to C2C candidates

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About Lansing, MI

Ready to embark on a new career adventure in Lansing, Michigan? This vibrant city, nestled in the heart of the Great Lakes State, offers a perfect blend of urban amenities and natural beauty. With its bustling downtown, diverse culinary scene, and a thriving arts community including the Broad Art Museum and Wharton Center for Performing Arts, Lansing provides endless opportunities for personal and professional growth. Home to the Michigan State Spartans, the city exudes a lively college town atmosphere and is a haven for sports enthusiasts. Explore the picturesque River Trail, catch a show at the historic Lansing Lugnuts Stadium, or simply enjoy the charm of this welcoming Midwestern community. Check out our job listings today and discover the exciting career possibilities waiting for you in Lansing!