Senior NICE CXOne Engineer

This is a fully remote position, open to applicants in France.

📋 Description

• Confidently engage in a client-facing capacity, effectively managing multiple stakeholders.

• Oversee and implement release planning, development, testing, and deployment of IVR enhancements across various agencies.

• Create and develop call flows, chat solutions, and backend system integrations utilizing APIs.

• Offer Subject Matter Expertise (SME) for NICE BU, aiding in solution design and optimizing network solutions.

• Design and execute skills-based routing for voice, chat, email, and SMS technologies in contact centers.

• Work in collaboration with the architecture team to design, develop, and integrate APIs.

• Convert business requirements into technical specifications, producing design documents for application development.

• Deliver troubleshooting support and technical assistance for scripting and system-related issues.

• Partner with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, which include application servers, databases, and network infrastructure.

• Manage issue resolution and communicate with technical teams during problem-solving.

• Review support tickets alongside agency leadership and oversee the resolution of inquiries related to agency tickets.

• Serve as an SME, guiding team members in the design and implementation of requested IVR enhancements.

⛳️ Requirements

• A minimum of 5 years of experience with NICE InContact and/or NICE CXone.

• At least 3 years of experience in scripting within NICE CXOne Studio.

• Strong skills in conflict management with the ability to navigate and resolve issues effectively.

• Excellent organizational and communication skills, both written and verbal.

• Demonstrated ability to collaborate and work efficiently within a team setting.

• Experience in developing contact center dashboards.

• Familiarity with Salesforce is preferred.

• Basic understanding of intersystem networking and data traffic flow among components.

• Capability to troubleshoot end-to-end call center applications, including issues in Chrome and Edge when interacting with web-based applications like Salesforce or Microsoft Dynamics.

• Nice to have: Experience with RESTful Web Services / APIs.

• Programming skills in C#, C++, Java, JavaScript, or Python are beneficial.

🏝️ Benefits

• Culture of Relentless Performance: Become a part of an unstoppable technology development team boasting a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: Enjoy a comprehensive compensation and benefits package, which includes health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: Take full advantage of the flexibility offered by remote work.

• Growth Mindset: Experience a wide range of professional development opportunities, including certification programs, mentorship and talent investment initiatives, as well as internal mobility and internship opportunities.

• Global Impact: Collaborate on significant projects for leading global clients and help shape the future of various industries.

• Welcoming Multicultural Environment: Join a dynamic, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

• Social Sustainability Values: Engage in our sustainable business practices focused on five pillars: IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.