Key Responsibilities:

• Support client implementations and project as per their requirements for partnership.
• Translate requirements to high and low level design.
• Perform research and design for major technical areas.
• Create functional, well-designed, well-tested, high-quality code for company products.
• Contribute to the overall product quality planning and strategy.
• Lead Technical and Functional reviews to ensure the quality of the team’s deliverables
• Evaluate impact of software performance and recommend changes to software design.
• Develop deep expertise in the product domain and act as subject matter expert for other team members on the product being developed.
• Assist in identifying process improvements and application/platform enhancements.
• Provide technical and product inputs while interpreting requirements effectively and collaborating with cross functional team members including internal teams
• Analyze and communicate the impact of new features and roadmap changes.
• Assist management in recruitment and team building activities.
• Participate and assist in technical training and development of other staff members.
• Possess a can-do attitude to balance work volume, set limits, and project deadlines, while prioritizing to maintain and deliver quality work.

Skills & Experience:

• Minimum of 5 years of experience in a Technical/Service role in software, telecommunications, or in customer service, call/contact center, and/or service delivery.
• Minimum of 2 years of experience working in Nice CXOne Studio and should be proficient in using the platform to create, customize, and test customer engagement workflows.
• Preferred prior experience – possibly L2, L3 support in NiceInContact CXOne like solutions.
• Experience of 3rd party integrations using SOAP/REST APIs/Websockets
• Good to have Proficiency with XML / JSON, JavaScript, HTML5, CSS3, JQuery, AJAX
• Hands-on experience with dialer scripting (agent and agentless) and methods – preview, progressive, predictive
• Strong understanding and experience designing complex call flows involving ACD, Admin, IVR, CTI skills-based routing, and CTI integrations.
• Experience of Telephony integration using Channel Integration framework (CIF)
• Understanding of dispositioning, tags, and ACW.
• Hands-on administration of contact center security.
• Working knowledge of RESTful / SOAP API, Object-Oriented Analysis / Object-Oriented Design methodologies.
• Hands-on experience developing procedures, functions, triggers, indexes, constraints, materialized views, etc.
• Good to have:
  • Experience with Agent for CRM, Max client.
  • Knowledge on PC Dialer, ProActive XS, & CXone Attendant, WFM, QM/QMA.
  • Understanding of Azure Cloud and components involved.