Description

You will act as a technical lead implementing complex contact center solutions and managing stakeholder requirements.

Responsibilities

• Build call flow designs, chat configurations, and backend system integrations using APIs.
• Design and implement skills-based routing for voice, chat, email, and SMS channels.
• Translate business requirements into technical design documents and functional specifications.
• Coordinate release planning, development, and testing for IVR enhancements.
• Manage NICE CXone components and provide subject matter expertise for solution optimization.
• Troubleshoot end-to-end contact center applications, including browser-based issues with Salesforce or Microsoft Dynamics.

Required Skills

• 3+ years of experience with NICE CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics).
• Expertise creating and modifying call flows in NICE Studio.
• 4+ years of programming experience in C#, C++, Java, JavaScript, or Python.
• 5+ years of experience developing, maintaining, and troubleshooting web service API calls.
• Experience with SaaS, PaaS, and IaaS cloud providers and virtualized systems.
• Knowledge of intersystem networking and data traffic flow between components.
• Experience in Contact Center Dashboard creation.
• Ability to manage multiple stakeholders in a client-facing capacity.

Preferred Skills

• Experience with Salesforce.

Key Skills

Education

Any Graduate