Job Title: NICE CXone Contact Center Engineer
Location: Hybrid – Lansing, MI
w-2 based contract role, No C2C will be considered for this role
Rate: 60-80/hr on w-2
Role Overview: We are seeking a skilled NICE CXone Contact Center Engineer to lead technical efforts and collaborate with cross-functional teams and business units to develop and support sophisticated contact center solutions. This hybrid role involves both in-office and remote work. You will be pivotal in designing, implementing, and optimizing contact center systems and integrations.
Key Responsibilities:
- Act as a confident client liaison, managing various stakeholders and their needs.
- Oversee and coordinate release planning, development, testing, and deployment of IVR enhancements across multiple projects.
- Design and implement call flow architectures, chat integrations, and backend system interfaces using APIs.
- Serve as a Subject Matter Expert (SME) for NICE CXone, contributing to solution design and optimization.
- Develop and implement skills-based routing for voice, chat, email, and SMS channels.
- Collaborate with the Architecture team to design, develop, and deploy APIs, and effectively use them.
- Translate business requirements into technical specifications and prepare detailed design documents.
- Manage cloud-based SaaS/PaaS/IaaS environments, including application servers, databases, and networking infrastructure.
- Communicate and resolve technical issues with various tech teams and oversee support ticket management.
- Provide SME guidance to team members for designing and implementing IVR enhancements.
Essential Skills:
- In-depth knowledge of NICE CXone, including ACD, IVR, Auto Dialer, OmniChannel, WFM, Studio, Interaction Analytics, and Auto Attendant (5+ years preferred).
- Proficiency with NICE CXone Studio (3+ years preferred).
- Strong programming skills in languages such as C#, C++, Java, JavaScript, and Python (4+ years preferred).
- Experience in developing, maintaining, and troubleshooting web service API calls (5+ years preferred).
Desired Skills:
- Experience in creating Contact Center Dashboards.
- Familiarity with Salesforce.
- Basic understanding of intersystem networking and data flow.
- Ability to troubleshoot end-to-end call center applications, including browser compatibility issues with web-based systems like Salesforce or Microsoft Dynamics.
If you're passionate about leading contact center technology projects and working in a dynamic, hybrid environment, we encourage you to apply for this exciting opportunity.
