Key Responsibilities:

• Support the solutions team with custom developments, integration, customization of internal or partner solutions for client requirements.
• 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.
• Support in Technical and Functional reviews to ensure the quality of the team’s deliverables.
• 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 partner or internal teams.
• Analyze and communicate the impact of new features and roadmap changes.
• Possess a can-do attitude to balance work volume, set limits, and project deadlines, while prioritizing to maintain and deliver quality work.
• Designing IVR and call flow, setting update contact center environment as per client need, initial configuration of skill, queue, agent and supervisor IDs and permissions.
• IVR and call flow issue debugging and fixing.
• Support client implementations and project as per their requirements for partnership.
• Good technical skills with hands on experience across Contact Center solutions

Qualifications & Experience:

• Overall 4+ years of experience in Contact Center Solutions or CCaaS platform/providers
• At least 3+ years of experience with NICE InContact and relevant offerings – like CXi, CXOne, Nexidia, IEX, NICE Max, etc.
• Preferred Experience in NICE inContact CXOne (Omnichannel), RingCentral, UserHub, WFM, WFI, Agent Scripting cloud contact center products.
• Hands-on Experience with creating/managing/supporting:
  • Requirements and Solution Documents.
  • IVR and ACD call flows.
  • Design, build and test NICE inContact CXOne solutions for the client.
  • UAT for the development/deployment
  • Client Facing Workshops
• NICE inContact integration with MS Dynamics 365, Salesforce CRM and REST, SOAP, Custom APIs.
• 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.
• Bachelors or Masters degree in computer science preferred