Implementation Engineer

Must Have Skills (Most Important):

• Experience in Contact Center Services implementation and configuration.
• Expertise in NICE InContact CXone platform for contact center services.
• NICE InContact CXOne Certifications - NICE CXOne Core/QM/PC/WFM/DFO (or equivalent experience).
• Know User Hub or Central Administration tools for contact center object configuration.
• Extensive experience with NICE inContact Studio using the visual editor and script programming language for contact flows (voice (inbound/outbound), email, chat, SMS).
• Proven ability in call flow scripting of complex call center environments.
• Experience with troubleshooting contact center issues, call routing, traces, integrations, etc.
• Experience with RESTful web services and integration with APIs for CRMs and databases.
• Understand technical requirements and be able to document those requirements via call flow diagrams and functional design specifications.
• Ability to interpret and analyze business requirements, identify risks and design appropriate solutions.
• Excellent written and verbal communication skills.
• Be capable of presenting and reviewing design specifications with stakeholders.
• Experience with Workforce Management.
• Experience with Feedback Management, DB Connector and Virtual Agent Hub.
• Experience with CRM Agent Applications inside CXone Console (ServiceNow, ZenDesk, Microsoft Dynamics, MS Teams).
• Experience with AI and chatbots (Amelia, Dialogflow, etc.).

Desired Skills:

• Ability to assess capabilities and limitations of architectures and recommend alternative solutions.
• Solid background in software engineering, programming paradigms and programming languages.
• Experience in software architecture and design patterns.
• Experience with common programming languages such as Javascript/Node, Python, Java, C#.
• Capable of training customers on the CXone Administration tools, Agent MAX and Supervisor Desktops, Dashboards, and standard out-of-the-box reporting.
• Client relationship management, negotiation, and conflict resolution skills.
• Enhanced Unified Communications or telecommunications knowledge.

Job Duties:

• The custom IVR and voice solutions are critical to our customers so our focus is to consult with both quality and a sense of urgency in mind.
• They are led by a program management and project management team which follows the Professional Services Project Methodology using a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling PS activities.
• The CX Configuration Specialist provides application engineering professional services, specifically in the contact center domain.
• In this role, you must be able to meet with clients, perform design sessions, synthesize business requirements, transfer gathered requirements to an enterprise design leveraging best practices, perform all aspects of the configuration of call flows and scripting, perform a testing lifecycle (i.e., unit testing, system integration testing, quality assurance testing, and user testing), and work with customer to rollout final solution into production.

Education/Certifications:

• Bachelor or Master of Science in Computer Science or Software Engineering NICE inContact CXone Certified Implementation Partner Certifications