Cloud Engineer - Cloud Contact Center Engineer

Job Description
This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions.
Job Duties

• Confident in a client facing role and possess the ability to manage multiple stakeholders.
• Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
• Build Call flow designs, Chat and integration to backend systems using application program interfaces (API).
• Manage NICE BU and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions.
• Skills based routing design and implementation for voice, chat, email, and SMS contact center technology
• Works with the Architecture team to design, develop, and deploy APIs, consume APIs.
• Understand business requirements with the ability to translate to technical requirements
• Prepare design documents based on business requirements for the application development
• Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
• Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
• Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies' tickets.
• Act as a SME accessible by other team members to discuss and work through possible ways to achieve or a design a requested IVR enhancement.

Requirements
5+ years:

• Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant)
• Ability to develop, maintain, and troubleshoot webservice API calls

4+ years:

• Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python

3+ years:

• NICE CXOne Studio experience

Desired Skills

• Experience in Contact Center Dashboard Creation
• Experience with Salesforce
• Base knowledge of intersystem networking, and data traffic flow between components.
• Ability to troubleshoot end to end Call center application including Chrome and Edge issues when interacting with a Web based application like Salesforce/ Microsoft Dynamics.

Minimum Education

• Bachelor's Degree

Location

• Local and Non-local candidates can apply. MUST BE WILLING TO RELOCATE
• Position is a hybrid schedule with 2 days a week in office REQUIRED.
• Working hours Monday-Friday, approximately 8:00 a.m. to 5:00 p.m.

Additional Requirements

• Must be authorized to work in the United States; We are unable to offer sponsorships at this time
• Must undergo a background check and drug screening for employment.

Employment Terms

• This is a W2 position
• 40 hrs per week
• HYBRID schedule - 2 days a week in office REQUIRED.

About Zenfreed
At Zenfreed, we are more than an IT company. We bridge the gap between people wanting to do the work they were meant to do and organizations needing the right talent.
We are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.