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Envision is seeking a Cloud Contact Center Engineer for this long-term hybrid role in Lansing, MIÂ Â Â
LOCAL CANDIDATES IN THE LANSING, MI AREA REQUIRED NO C2C OR THIRD PARTIES ALLOWED
Role / Responsibilities 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. Specifics below:
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: Critical:
Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) Â [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 webservice 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.Â
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.
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Additional Information
Envision, LLC is proud to be an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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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!
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