Implementation Engineer Telecommunications Engineer - IV

job summary:

Description:

5x per week fully remote

Targeted Years of Experience: 5-10 years

MUST HAVE SKILLS (Most Important):

• Experience in Contact Center Services implementation and configuration
• Expertise in NICE InContact CXone platform for contact center services
• NICE inContact CXOne Certifications - NICE CXOne Core/QM/PC/WFM/DFO (or equivalent experience)
• Know User Hub or Central Administration tools for contact center object configuration
• Extensive experience with NICE inContact Studio using the visual editor and script programming language for contact flows (voice (inbound/outbound), email, chat, SMS)
• Proven ability in call flow scripting of complex call center environments
• Experience with troubleshooting contact center issues, call routing, traces, integrations, etc
• Experience with RESTful web services and integration with APIs for CRMs and databases
• Understand technical requirements and be able to document those requirements via call flow diagrams and functional design specifications
• Ability to interpret and analyze business requirements, identify risks and design appropriate solutions.
• Excellent written and verbal communication skills
• Be capable of presenting and reviewing design specifications with stakeholders
• Experience with Workforce Management - Experience with Feedback Management, DB Connector and Virtual Agent Hub
• Experience with CRM Agent Applications inside CXone Console (ServiceNow, ZenDesk, Microsoft Dynamics, MS Teams)
• Experience with AI and chatbots (Amelia, Dialogflow, etc.)

DESIRED SKILLS:

• Ability to assess capabilities and limitations of architectures and recommend alternative solutions
• Solid background in software engineering, programming paradigms and programming languages
• Experience in software architecture and design patterns
• Experience with common programming languages such as Javascript/Node, Python, Java, C#
• Capable of training customers on the CXone Administration tools, Agent MAX and Supervisor Desktops, Dashboards, and standard out-of-the-box reporting
• Client relationship management, negotiation, and conflict resolution skills - Enhanced Unified Communications or telecommunications knowledge

EDUCATION/CERTIFICATIONS:

• Bachelor or Master of Science in Computer Science or Software Engineering NICE inContact CXone Certified Implementation Partner Certifications

location: Roanoke, Virginia

job type: Contract

salary: $64.85 - 74.85 per hour

work hours: 8am to 5pm

education: Bachelors



responsibilities:

• The client Contact Center Services (CCS) Customer Experience (CX) Configuration Specialist works within the client Consulting Services practice as a customer-facing resource to manage enterprise-wide Contact Center solutions for customers from many verticals on the NICE inContact CXone platform.
• The Consulting Services team implements and maintains both client hosted and CPE solutions which contribute millions in client revenue.
• The custom IVR and voice solutions are critical to our customers so our focus is to consult with both quality and a sense of urgency in mind.
• They are led by a program management and project management team which follows the client Professional Services Project Methodology using a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling Verizon PS activities.
• The CX Configuration Specialist provides application engineering professional services, specifically in the contact center domain.
• In this role, you must be able to meet with clients, perform design sessions, synthesize business requirements, transfer gathered requirements to an enterprise design leveraging best practices, perform all aspects of the configuration of call flows and scripting, perform a testing lifecycle (i.e., unit testing, system integration testing, quality assurance testing, and user testing), and work with customer to rollout final solution into production.

qualifications:

• Experience level: Experienced
• Minimum 5 years of experience
• Education: Bachelors

skills:

Telecom

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.