Job Title: Nice InContact Center Engineer
Skills: Nice InContact CCaaS, Five9, Genesys, Amazon Connect
Experience: 5 Years +
Location: Dallas, TX
We at Coforge are hiring Nice InContact Center Engineer with the following skillset:
Responsibilities:
- Develops, implements, integrates, administers, maintains, and supports the Nice InContact CCaaS platform, including all contact channels (voice, chat, and email).
- Provides support for development, implementation, and live production.
- Contributes to and maintains processes and standard operating procedures (SOPs).
- Analyze, design, implement and support contact center solutions to meet the technical and business requirements.
- Act as the subject matter expert for contact center team to support business requirements, Provide Tier 3 Team escalation and interface w/Vendors to resolve all issues as needed.
- Pilot emerging technologies to maintain and increase the business’s competitive advantage, run projects from end to end related to contact center.
- Maintain system documentation and knowledge base articles for the support of contact center applications.
- Develop and implement training materials.
Requirements:
- B. S. in Computer Science, MIS, or related field; or minimum of five years of related work experience.
- Minimum of 5 years experience in contact center technologies.
- Understanding of contact center-as-a-service (CCaaS) and operations
- Demonstrated ability to design and build contact flows based on business requirements.
- Experience with CCaaS vendors such as NICE Incontact, Five9, Genesys, Amazon Connect, etc.
- Experience with CTI integration with CRMs such as Salesforce, MS dynamics, etc.
- Ability to multi-task and prioritize assigned work according to business need and priorities.
- Strong analytical skills and the ability to perform root cause analysis.
- Self-managed; ability to work well independently and in a global team environment.
- Business acumen, and the ability to communicate to business domain stakeholders and technical staff alike.
- Proficient in one or more of the following scripting languages - Python, Java, etc.
Please send the updated resume to Venkata.Harsha@coforge.com
