Senior Contact Center Engineer with NICE InContact

Senior Contact Center Engineer

Dallas, Tx (Hybrid)

Job Overview

Need democratizing healthcare means facilitating equal access to high quality care at fair prices for our membership, without regard to age, ability, gender, geography, race, color, sexual orientation, identity, religion, or socio-economic status.

?As the leader in our space, we understand that being a diverse, equitable and inclusive organization is key driver of our success, and fosters innovation, growth, creativity, and accountability.

?Our company is growing, and we are looking for a contact center engineer to join our IVR technologies team.

This role will be responsible to design, implement, administer, integrate, maintain, and support capabilities used by our services center.

Responsibilities:

Develops, implements, integrates, administers, maintains, and supports the Nice InContact CCaaS platform, including all contact channels (voice, chat, and email). Provides support for development, implementation, and live production.

Contributes to and maintains processes and standard operating procedures (SOPs).

Analyze, design, implement and support contact center solutions to meet the technical and business requirements.

Act as the subject matter expert for contact center team to support business requirements, Provide Tier 3 Team escalation and interface w/Vendors to resolve all issues as needed.

Pilot emerging technologies to maintain and increase the business's competitive advantage, run projects from end to end related to contact center.

Maintain system documentation and knowledge base articles for the support of contact center applications.

Develop and implement training materials.

Requirements:

B. S. in Computer Science, MIS, or related field; or minimum of five years of related work experience.

Minimum of 5 years experience in contact center technologies.

Understanding of contact center-as-a-service (CCaaS) and operations

Demonstrated ability to design and build contact flows based on business requirements.

Experience with CCaaS vendors such as NICE Incontact, Five9, Genesys, Amazon Connect, etc.

Experience with CTI integration with CRMs such as Salesforce, MS dynamics, etc.

Ability to multi-task and prioritize assigned work according to business need and priorities.

Strong analytical skills and the ability to perform root cause analysis.

Self-managed; ability to work well independently and in a global team environment.

Business acumen, and the ability to communicate t