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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