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Job Title: NICE CXOne InContact Contact Center Engineer
Location: Lansing, MI (Hybrid, 2 days per week in the office required).
Location: Lansing, MI (Hybrid, 2 days per week in the office required).
Duration: 1 year with possible extension.
Interviews: Conducted via MS Teams video interview with the camera on.
Candidate Requirements: Local and non-local candidates are welcome to apply, but must be willing to relocate. Candidates must be able to program and develop scripts and interfaces for NICE CXOne.
Position Overview: The State of Michigan is seeking a Cloud Contact Center Engineer to play a critical technical lead role in implementing and supporting complex contact center solutions across various state agencies. This position requires hands-on experience with NICE CXOne and the ability to work closely with cross-functional teams, including agency business units, to design, develop, and optimize contact center technologies. The role is based in Lansing, MI, with a hybrid work schedule requiring 2 days per week in the office.
Key Responsibilities:
- Client Interaction: Act confidently in a client-facing role, managing multiple stakeholders effectively.
- Release Planning & Execution: Coordinate and perform release planning, development, testing, and deployment of IVR enhancements for multiple agencies.
- Call Flow Design & Integration: Design call flows, chat solutions, and integrate them with backend systems using APIs.
- Subject Matter Expertise: Provide SME input for network solutions and manage NICE CXOne Business Unit (BU).
- Routing Design: Implement skills-based routing for voice, chat, email, and SMS contact center technology.
- API Development: Work with the architecture team to design, develop, and deploy APIs, and consume APIs as needed.
- Technical Documentation: Prepare design documents based on business requirements for application development.
- Cloud Technologies: Utilize experience with cloud-based SaaS/PaaS/IaaS providers and work with virtualized systems, including application servers, databases, and networking infrastructure.
- Issue Resolution: Coordinate communication and resolution of issues with multiple tech teams.
- Support Management: Review support tickets with agency leadership and provide guidance to team members on support queries.
- IVR Enhancement Consultation: Act as a SME for other team members, providing insights on achieving or designing requested IVR enhancements.
Required Skills:
- NICE CXOne Expertise: 5+ years of experience with NICE CXOne (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs, and Auto Attendant).
- Studio Experience: 3+ years of experience with NICE CXOne Studio.
- Programming Skills: Proficiency in programming languages such as C#, C++, Java, JavaScript, and Python (4+ years of experience preferred).
- API Development: 5+ years of experience in developing, maintaining, and troubleshooting web service API calls.
Desired Skills:
- Experience in Contact Center Dashboard Creation.
- Experience with Salesforce.
- Basic knowledge of intersystem networking and data traffic flow between components.
- Ability to troubleshoot end-to-end call center applications, including browser issues when interacting with web-based applications like Salesforce/Microsoft Dynamics.
Important Notes:
- Pre-screening: Candidates must respond to pre-screening questions. Relevant experience should be highlighted in their responses.
- Submission Attachments: Ensure the submission includes the MI Cover Sheet, a valid Right to Represent, and the candidate’s resume with the full legal first and last name. The submission must also confirm the hybrid work schedule.
- Interview Attachments: A screenshot photo of the candidate is required when accepting an interview request and must be uploaded as a PDF.
Please do not submit DevOps Cloud Engineers, as the focus is on engineers with coding expertise specific to the NICE CXOne platform.
Application Process: If using a sub-vendor, please limit to one level deep.
Top Skills & Experience Required:
- Knowledge of NICE CXOne (5+ years)
- NICE CXOne Studio experience (3+ years)
- Proficiency in C#, C++, Java, JavaScript, Python (4+ years)
- API development and troubleshooting (5+ years)
Thanks & Regards
Ashish Sharma
Recruiter, PiplNow LLC
https://www.linkedin.com/in/ashish-sharma-19b22116b/