Caliber Smart
NICE CXone Contact Center Engineer - Fort Mill, SC (Onsite)
Caliber Smart, Fort Mill, South Carolina, United States, 29715
Job Description
Role Name:
NICE - CXone
Location:
Fort Mill, SC (Onsite)
Start date:
6-12 Months
Responsibilities
Architect design and maintain NICE InContact solutions including IVR, ACD, Campaigns, Teams and Routing strategies.
Build and automate call center workflows, including writing call flows, prompts and scripts.
Ensure adherence to SDLC processes for all development and deployment activities.
Integration & Automation
Develop and maintain APIs, middleware and ETL jobs for system integrations.
Implement automation for user provisioning, skill assignment and policy management.
System Health & Performance
Monitor system health, troubleshoot issues and optimize performance.
Ensure observability, logging and proactive alerting for all critical components.
Technical Expertise Required
Cloud Infrastructure:
AWS experience, exposure to generative LLM technologies, networking concepts and protocols such as WebRTC for voice and video.
Contact Center Technologies:
NICE InContact platform, IVR, ACD, Skills, Campaigns and Workforce Management; Nexidia Speech Analytics implementation and optimization; WFM scheduling, forecasting and intraday adjustments; Quality Central familiarity.
AI & NLU:
Natural Language Understanding (Ophelia), conversational AI and ASR tuning for improved customer experience.
CRM Omnichannel:
Integration with Salesforce and Dynamics; development of Click‑to‑Call and Chat channels ensuring omnichannel experience.
Development Skills:
Full‑stack development (frontend and backend), strong knowledge of SQL databases and data modeling, experience with Postman for API testing and validation, ability to build applications such as MFA and Embedded Agent Workflows.
Seniority Level Entry level
Employment Type Full-time
Job Function Engineering and Information Technology
Industries Manufacturing
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NICE - CXone
Location:
Fort Mill, SC (Onsite)
Start date:
6-12 Months
Responsibilities
Architect design and maintain NICE InContact solutions including IVR, ACD, Campaigns, Teams and Routing strategies.
Build and automate call center workflows, including writing call flows, prompts and scripts.
Ensure adherence to SDLC processes for all development and deployment activities.
Integration & Automation
Develop and maintain APIs, middleware and ETL jobs for system integrations.
Implement automation for user provisioning, skill assignment and policy management.
System Health & Performance
Monitor system health, troubleshoot issues and optimize performance.
Ensure observability, logging and proactive alerting for all critical components.
Technical Expertise Required
Cloud Infrastructure:
AWS experience, exposure to generative LLM technologies, networking concepts and protocols such as WebRTC for voice and video.
Contact Center Technologies:
NICE InContact platform, IVR, ACD, Skills, Campaigns and Workforce Management; Nexidia Speech Analytics implementation and optimization; WFM scheduling, forecasting and intraday adjustments; Quality Central familiarity.
AI & NLU:
Natural Language Understanding (Ophelia), conversational AI and ASR tuning for improved customer experience.
CRM Omnichannel:
Integration with Salesforce and Dynamics; development of Click‑to‑Call and Chat channels ensuring omnichannel experience.
Development Skills:
Full‑stack development (frontend and backend), strong knowledge of SQL databases and data modeling, experience with Postman for API testing and validation, ability to build applications such as MFA and Embedded Agent Workflows.
Seniority Level Entry level
Employment Type Full-time
Job Function Engineering and Information Technology
Industries Manufacturing
Truth Lies in Heart
#J-18808-Ljbffr