Contact Center Engineer
Tixy Services LLC
Dice Job Match Score™
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Job Details
Skills
- API
- Amazon Kinesis
- Amazon Web Services
- Python
- Migration
- Genesys
- SIP Trunking
- WFM
- ServiceNow
- Customer Relationship Management (CRM)
- Salesforce.com
- Nice CXone
- lambda
- Telephony
Summary
- NICE (CXOne) - IVR scripting, ACD routing, WFM/WFO integration, Studio scripting, API-based integrations
- Genesys (Cloud CX / PureConnect / Engage) - Architect/Composer flows, routing strategies, Genesys Cloud API, orchestration
- Amazon Connect - Contact flows, Lambda integrations, Lex bots, Connect APIs, CTR/Kinesis data pipelines
- Salesforce - Service Cloud / Salesforce Contact Center integration, CTI adapters, Apex/API-based data sync
- SAP or other enterprise CRM - case/ticket data integration, customer record sync, backend workflow integration
- REST API design & consumption - building and consuming RESTful services for CTI, screen-pop, and data exchange between CCaaS platforms and CRM/backend systems
- Middleware / iPaaS exposure (e.g., MuleSoft, Boomi, or custom integration layers) is a plus
- Design and configure IVR/ACD call flows, routing logic, and skills-based queuing
- Build and maintain API integrations between CCaaS platforms and CRM/backend systems (Salesforce, SAP, ServiceNow, custom APIs)
- Support agent desktop integrations, screen-pop, and CTI configurations
- Implement reporting/analytics pipelines (real-time and historical) for contact center KPIs
- Participate in platform migrations (e.g., legacy PBX/ACD to cloud CCaaS)
- Collaborate with solution architects on use-case design for AI-assisted routing, agent assist, and self-service automation
- Document configurations, runbooks, and knowledge transfer artifacts for client handoff
- Exposure to conversational AI platforms (Parloa, Google CCAI, Amazon Lex, NLU/NLP tooling)
- Experience with WFM tools (Verint, NICE WFM, Calabrio)
- Telephony/SIP trunking and carrier integration background
- Certifications: NICE CXOne Certified, Genesys Cloud Certified Professional, AWS Certified (Connect/Developer), Salesforce Certified
- Prior experience in BPO, healthcare, financial services, or retail contact center environments
- Scripting/dev skills: Python, Node.js, JavaScript, or Java for custom Lambda/API work
- Comfortable working in a consulting/delivery model - client-facing configuration and documentation
- Able to work independently against a solution blueprint with minimal day-to-day oversight
- Strong communication skills for cross-functional coordination with client stakeholders and internal architects
- Dice Id: 91173297
- Position Id: 9053359
- Posted 17 hours ago
Company Info
About Tixy Services LLC
Tixy Tech is a reputable consulting and staffing firm that operates across the nation, committed to delivering exceptional resources to cater to our clients' diverse hiring needs in technology, assessment, management, logistics, and accounting/finance.
We specialize in offering comprehensive solutions to address various corporate challenges such as organizational transformations, headcount limitations, budgetary constraints, fundamental shifts in core business operations, staff augmentation requirements, and mergers/acquisitions.
Our primary objective is to provide top-notch consultants who excel at completing your projects within the designated timelines and budgetary limits. With our experienced sales and recruitment team, we make it a priority to thoroughly comprehend your business direction, technical prerequisites, and unique organizational culture. This deep understanding allows us to allocate the best available resources to fulfill your organization's staff augmentation needs effectively.
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