Software Development Engineer - NICE InContract CXOne
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
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