Description

You will design, develop, and manage cloud-based contact center solutions and IVR enhancements, owning the end-to-end lifecycle from technical design to deployment.

Responsibilities

• Build call flow designs, chat integrations, and backend system connections using APIs.
• Coordinate release planning, development, testing, and deployment for multiple agency IVR enhancements.
• Implement skills-based routing for voice, chat, email, and SMS contact center technologies.
• Translate business requirements into technical design documents and functional solutions.
• Troubleshoot end-to-end call center applications and coordinate issue resolution across technical teams.

Required Skills

• 5+ years of experience with NICE InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant).
• 3+ years of experience specifically with NICE CXOne Studio.
• 5+ years of experience developing, maintaining, and troubleshooting web service API calls.
• 4+ years of programming experience in C#, C++, Java, JavaScript, or Python.
• Experience with cloud-based SaaS, PaaS, or IaaS providers and virtualized systems.
• Knowledge of intersystem networking and data traffic flow between components.
• Ability to troubleshoot web-based application issues in Chrome and Edge.

Preferred Skills

• Experience with Salesforce or Microsoft Dynamics.
• Experience in Contact Center Dashboard creation.

Key Skills

Education

Any Graduate