Position Summary:
The Senior CCaaS engineer is responsible for the technical management and hands-on support of the organization s CCaaS platform and related integrated applications across more than 1,500 locations, including corporate offices, field offices, and data centers. This role focuses on the requirement gathering, design, development, and maintenance of CCaaS communication flows supporting both external and internal callers. Additionally, the Senior CCaaS Engineer will support AI CCaaS integrations, ensuring seamless, efficient communication systems that align with business objectives, leveraging NiCE and RingCentral solutions for Contact Center as a Service (CCAAS) and Unified Communications as a Service (UCAAS).
Key Responsibilities:
Telecommunication Management:
- Participate as a member of a CCaaS team supporting business needs
- Configure the Nice platform to deliver business objectives, including creation, modification and development of scripts within the studio environment to support IVR and chat functions.
- Implement system integration and API connections to achieve business objectives and operational efficiencies.
- Engineer solutions to critical business problems, being the subject matter expert of CCaaS NiCE platform, features, and functionality
- Represent the Telecomm Team to business stakeholders during both project and BAU work.
- Develop, receive and confirm CCaaS needs and expectations in writing
o Translate needs and expectations into action plans, including cost estimates and timelines
o Develop signed off communication flows via NiCE Administration (scripting) and vendor engagement
- Work with third party vendors on aligning needs and defining integration needs to internal and external applications
- Design and develop automation solutions to enhance the TAG contact Center environment
- Maintain all required documentation, including licensing and capacity management
- Participate in afterhours and weekend work as needed
- Act as a backup to peers
- Highly accountable to oneself, to team members, and to clients.
- Other duties as assigned
Strategic Contribution:
- Assist in developing and executing contact center strategies that align with organizational goals and business operations.
- Stay current with industry trends and emerging technologies, such as IVR, Digital, and AI, to enhance telecom capabilities and efficiency.
- Manage Licensing to optimize clients investment
- Identify, and automate or operationalize routine needs to the TAG Service Desk when needed
- Identify how to incorporate API connections to create smart routing within IVR and digital experiences
Vendor and Budget Collaboration:
- Collaborate with vendors to support the implementation and troubleshooting of telecom systems.
- Assist with telecom budgeting, ensuring cost-effective solutions and resource optimization.
Security and Compliance:
- Ensure that telecom systems, including IVR, digital communications, and AI solutions, adhere to industry security standards and regulatory requirements.
- Implement technical measures to protect telecom infrastructure from threats and ensure data integrity.
Project Management:
- Support telecom projects involving IVR, digital communication, CCaaS features, and AI solutions, ensuring successful delivery within scope, time, and budget.
- Collaborate with internal teams to define project objectives and technical deliverables.
- Create documentation of assigned projects; including business required documentation, UAT, building summaries, and hyper care support.
Continuous Improvement:
- Identify opportunities for optimizing telecom processes and implementing technology enhancements.
- Promote innovation and automation to improve telecom system performance and efficiency.
Qualifications:
- Bachelor s degree in information technology, Telecommunications, or a related field in a large scale business environment.
- 5+ years NiCE CXone Scripting experience
- 5+ years business call center requirements gathering
- 3+ years of NiCE DFO (Digital First Omnichannel)
- 3+ years experience with integrating applications into Nice CXone
- 3+ years experience supporting call center reporting on Nice CXone
- 2+ Years other application development experience nice to have
- Familiarity with cloud-based telecom solutions and their integration with IT systems.
- Ability to learn new technologies as required
Preferred Skills/Attributes:
- Energetic, results driven, and positive attitude
- High desire/motivation.
- High O365 ability
- Independent- Ability to drive initiatives with low oversight, self-managing.
- Highly collaborative
- Critical thinker
- Assertive work ethic
- Ability to communicate effectively with non-technical stakeholders and translate business needs into technical requirements
- Highly organized, and able to keep up in a fast-paced environment
- Ability to multi-task as needed, and mono-task where appropriate
- Self-accountable
- Experience with ITIL or other IT service management frameworks.
- Experience in a similar engineering role within a multi-location, multi-brand organization preferred.
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