Description

Senior Solution Engineer

This role will work closely with the Principal Solution Engineer, providing engineering and configuration support for the telephony systems used to support various business units; namely NICE inContact and its various integrations with related systems in the enterprise.

Provides advanced Tier 3 technical support and assists with the coordination of resolutions provided by the vendor support team. Mentors and trains staff, as necessary.

Job Responsibilities:

• Serve as a Senior Solution Engineer who will play a key role in implementation, planning, development, and functions of the contact center within the NICE inContact platform.

• This position will be responsible for both technical and cross functional business tasks, expectations, and satisfaction, configuring NICE InContact products based on best practices and customer requirements, and assisting other developers in a team environment.

• Provides implementation, configuration, and administrative support for existing and new client business requirements with ability to translate to technical requirements.

• Coordinate issue communication and resolution with multiple teams and telephony vendor in the event of a problem.

• Maintain and support Contact Center implementation and push for new technologies/advancement in the Contact Center arena. Build and maintain IVR Call Flow and Skills based routing designs and implementation for complex contact center IVR solutions including voice, chat, email, and SMS contact center technology across 100 projects.

• Coordinate and perform release planning, development, testing, releases on multiple IVR enhancements, and application program interfaces (API).

• Manage multiple NICE instances and provide Subject Matter Expertise (SME) input into solution IVR design, enhancements, and optimization for overall performance and features.

• Process and properly document support tickets (SNOW) and telephony vendor technical support site within defined service levels and oversee any support questions from other team members that might be working on related telephony tickets.

• Provides technical troubleshooting and resolution support for technical issues related to the system.

• Provides technical advice and guidance to the Business Analyst and Project Management teams.

• Maintains knowledge on current and emerging technologies.

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Qualifications

Qualification Requirements:

• Experience with NICE inContact cloud-based SaaS providers as a system administrator.

• Analyze, build, and modify call routing utilizing InContact Studio.

• 2 years of experience in NICE CXOne Studio experience with knowledge of Nice InContact CXone applications (ACD, IVR, OMNI Channel, WFM, Quality Management, Interaction Analytics, Feedback Management, POCs & Auto Attendant).

• 2 years of experience in Analyzing, building, and modifying call routing utilizing InContact Studio.

• Ability to develop, maintain, and troubleshoot telephony related issues including webservice API calls and integrations.

• Ability to troubleshoot end to end Call center application including Chrome and Edge issues when interacting with a Web based application like Salesforce.

• Strong experience as a NICE inContact Telephony System Administrator.

• Strong experience as a NICE inContact IVR Developer (ACD IVR scripting and related integration).

• Salesforce technical and telephony integration experience is a plus.

• Knowledge in Microsoft Office Suite applications including Visio.

• Excellent analytical and critical thinking skills.

• Strong oral and written communication skills.

• Experience collaborating with vendors and third-party suppliers.

• Self-starter with a positive can-do attitude, multitasker, flexible, and able adapt to a fast paced and changing environment.

• Previous experience in healthcare industry is a plus.

• Legal authorization to work in the U.S. is required.

• College degree is preferred.
Disclaimer:

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.