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Cloud Contact Center Engineer

Salary undisclosed

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  • Job Title: NICE CXONE InContact Contact Center Engineer (Hybrid)
  • Duration : long-term contract
  • Location : Lansing, MI
  • Interview : WebCam only

Job description:

The NICE CXONE InContact Contact Center Engineer is a technical lead role, supporting and implementing complex agency contact center solutions. The role involves managing multiple stakeholders, coordinating release planning, building call flow designs, and integrating backend systems using APIs. Key tasks include skills-based routing for voice, chat, email, and SMS, and providing SME input for network solutions. The role also includes troubleshooting, reviewing support tickets, and acting as an SME for IVR enhancements.

Key Skills:

  • 5+ years of experience with Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio)
  • NICE CXOne Studio experience (3+ years)
  • Programming in C#, C++, Java, JavaScript, Python (4+ years)
  • Developing and troubleshooting webservice API calls (5+ years)

Desired:

  • Experience in Contact Center Dashboard Creation
  • Salesforce experience
  • Basic networking knowledge
  • Troubleshooting call center applications like Salesforce and Microsoft Dynamics.
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.
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