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Detailed Job Description:

• Lead and direct cross - functional technical and agency business teams to support complex agency contact center solutions.
• Provide technical oversight and develops strong customer relationship and contact center business operations understanding.
• 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.
• 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.
• Build Call flow designs, Chat and integration to backend systems using application program interfaces (API).
• 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.
• Keep up to date on vendor products and enhancements and use the information as needed to improve customer usage of our supported platforms.

Critical Skills:

• Ability to program in scripting languages such as JavaScript.
• Ability to develop, maintain, and troubleshoot webservice API calls.
• NICE CXOne Studio experience. (Formerly, NICE inContact).

Desired Skills:

• 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.

Skills Matrix:

• Contact Center Development experience (NICE CXOne, Amazon Connect etc..,) 5+ years of experience
• NICE CXOne Studio experience 2- 3+ years of experience
• Ability to program in scripting languages such as Javascript 4+ years of experience
• Ability to develop, maintain, and troubleshoot webservice API calls 5+ years of experience

Experience required: 5-8 Years