| Contact Center Engineer (CCaaS) || Remote || USC GC at Center, Colorado, USA |
| Email: [email protected] |
| Job: Contact Center Engineer (CCaaS) Client: Pharmacy Company Location: 100% Remote Must be Willing to Travel to Houston Location Interview Process: 3 rounds All Virtual Remote: 100% - Need to be willing to come to Houston site (Business Reasons, System Analysis etc.) Manager said very low % but they do not want someone who is not open to this. Internal Notes: Search has changed due to too high level of candidates coming through with first expectations for this role. This role will have support from the NICE technical team (vendor) they do not need to have experience leading this integration themselves/ or the ones leading it but being part of a team where they have implemented a CCaaS before and have ability to take responsibilty while also leaning on the vendor This person needs to identify what the business requirements are, what technical components are needed for the work and then collaborate with the NICE team to trouble shoot/assist Manager wants this person to be privy to technology, there is an admin component to it because they will be working with the vendor, sitting on calls to speak to whats happening on the internal side Someone who is familiar with API connections, programming language etc. since they will be the SME (does not need to be someone who codes in this role but familiarity is good) more so to understand if NICE needs to do a change what is the risk , what is required to make any sort of dev software changes and what will that effect* Only one call center with (100s) of people (Sales agents as well) so a mid-size environment would be great This person (Solutions Engineer type of Background) will be designing, building, managing internally + maintaining the system entirely from beginning to end so they will have hands in the architecture and engineering perspective (owning entire process) to trouble shoot, manage on the back end anything regarding the software perspective Therefore Manager is looking for someone who has done this with a CCaaS system previously - from design to integration Healthcare/Pharmaceutical Background or equivalent because this is more of a customer service facing role so someone who has had experience dealing with projects around patients/HIPPA (this would be great but if we find a rockstar that doesnt have this and has still rolled out this entire initiative I would still like to present) 40 Hour work week - no OT for now but of course for go-live other exceptions additional hours may be needed but not a plan for her at this time Qualifications Bachelors degree in computer science, IT, or engineering 5+ years experience in Contact Center and UC environments 5+ Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure NICE CXOne Studio experience - Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) - 3+ years of experience (Critical) Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python 4years (Plus but not required) Ability to develop, maintain, and troubleshoot webservice API calls 5+ years of experience (Critical) Experience in Contact Center Dashboard Creation 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 Is an innovative self-starter who understands business needs and company requirements to make recommendations up to executives and board members to meet our top-of-the-line goals/company KPIs . Can take these recommendations through the full development lifecycle from planning and requirements gathering to deployment and monitoring/maintenance. Responsibilities Candidates will need to travel onsite to Houston as needed for business needs This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions - ability to translate to technical requirements 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 Business Unit and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions Works with the Architecture team (could be external) to design, develop, and deploy APIs, consume APIs Understand business requirements with the ability to translate to technical requirements Coordinate issue communication and resolution with multiple other tech teams in the event of a problem (critical 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 Manage and be the SME for Invoices/make recommendations and be familiar with contracts and renewals/ minutes usage and licenses Skills based routing design and implementation for voice, chat, email, and SMS contact center technology Prepare design documents based on business requirements for the application development Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements 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 Arjun Singh Dataquad Inc Direct: ( 832) 400-2610 2000 S Dairy Ashford Rd, Suite#405, Houston, TX, 77077 [email protected] | www.dataqinc.com -- Keywords: cplusplus csharp information technology golang Texas Contact Center Engineer (CCaaS) || Remote || USC GC [email protected] |
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| Mon May 06 22:29:00 UTC 2024 |