Key skills
NICE inContactCXone StudioContact center technologiesScriptingCall routingC#JavaJavaScriptCCaaS platformsOmnichannel contact center operationsCTI integrationsCRM platformsNICE inContact certificationCXone certificationAI implementationAgile engineering practicesAgile/Scrum developmentProject managementCAIAWSAzureSalesforceCRMAgileScrumProject ManagementCommunication
About this role
Ascensus is the leading independent technology and service platform powering savings plans across America. They are looking for a highly experienced Senior Contact Center Engineer to lead advanced contact center solutions' design, development, and support, enhancing customer engagement through innovative IVR flows and automation.
Responsibilities:
- Design, develop, and maintain NICE inContact or CXone Studio scripts and call flows
- Develop custom scripts and integrations using NICE CXOne Studio, with a focus on integrations with Salesforce, Microsoft Dynamics, and third-party systems via APIs
- Lead the implementation and support of CCaaS (Contact Center as a Service) solutions
- Develop and improve technical standards for development, including coding standards and best practices
- Conduct testing and validation to ensure performance, scalability and reliability of the platform
- Provide Tier 3 support and act as a subject matter expert for NICE inContact technologies
- Work with internal and external stakeholders to translate business needs into requirements and deliver scalable solutions
- Monitor system performance, troubleshoot issues, and ensure high availability
- Maintain documentation, SOPs, and training materials for internal teams
- Stay current with emerging technologies and recommend improvements to enhance the contact center experience
- Participate in code reviews, testing, and continuous integration processes
- Assist in estimating and planning throughout the software development life cycle
Requirements:
- Bachelor's degree in Computer Science, Information Systems, or related field
- 5+ years of experience in contact center technologies, with at least 3 years in scripting, and implementing advanced call routing using NICE inContact or CXone Studio
- Strong software engineering experience in C#, Java, or Javascript
- Strong understanding of CCaaS platforms and omnichannel contact center operations
- Familiarity with CTI integrations and CRM platforms
- Excellent problem-solving, communication, and project management skills
- NICE inContact or CXone certifications
- Knowledge of implementing AI features in an enterprise environment
- Experience participating in design discussions with both technical and non-technical audiences
- Familiarity or experience with Agile engineering practices (test driven development, continuous integration and pair programming, etc.)
- Agile/Scrum development experience
- Experience with other CCaaS platforms (e.g., Genesys, Five9, Amazon Connect)
- Knowledge of cloud platforms (AWS, Azure)