About the job
Join our dynamic team as a NICE CXOne Engineer, where you will leverage your expertise in Studio scripting, IVR development, routing design, and API integrations. The ideal candidate will possess solid hands-on experience with NICE InContact CXOne solutions within cloud-based environments. This role is pivotal in collaborating with architecture teams, business stakeholders, and cross-functional technical teams to design, develop, and support innovative contact center solutions.
Key Responsibilities
- Lead the planning, development, testing, and deployment of IVR enhancements across various agencies.
- Craft and optimize call flows while integrating backend systems through application programming interfaces (APIs).
- Oversee NICE Business Units (BU) and play a crucial role in solution design and network optimization.
- Implement effective routing designs for contact center technologies.
- Collaborate with Architecture teams to design, develop, deploy, and utilize APIs.
- Offer technical support and troubleshooting expertise for scripting challenges.
- Facilitate issue communication and resolution across multiple technical teams during production incidents.
- Review support tickets alongside agency leadership and manage issue resolution across teams.
