Senior Contact Center Engineer (174)

What You will do

Are you looking for a role where you can make a different in the business & world? This role will deliver new technologies enabling our Contact Centers to saves lives!

Which technologies? We have deployed the Nice CXone suite of omnichannel ACD and IVR and complementing it with Workforce Engagement, Feedback Management, Performance Management, Interaction Analytics and Artificial Intelligence. You will work with a team of call center engineering peers to deliver the future of Global Contact Centers. You’re experienced but you haven’t delivered all of these products before? Don’t worry! Bring what you’ve got and learn the rest with us!

How you will do it

· Work on a team engaging in technical exploration, innovation, design, and delivery of new features & components

· Enjoy technical discussions within the team proposing solutions and alternatives.

· Work with Architects and other members of the team to ensure the solution fits with the overall architecture.

· Build healthy relationships with our business partners.

· Translate business requirements into technical requirements, and vice versa.

· Make technology understandable to non-technology partners.

· Be an inclusive, supportive team mate.

· This is a highly technical role – it is not appropriate for project managers, sales engineers, or contact center supervisors/agents

What we look for

Required

· 10 years experience in Contact Center Technology Design and Engineering

· Technology background in one of the major commercially available Contact Center as a Service solutions such as Genesys, Nice, Five9.

· 5 years + experience in scripting/programming contact center call flows

· Curiosity and an interest in problem solving

· Bachelor’s degree plus confirmed knowledge of experience, or equivalent experience.

· 4 years experience with the Nice CXone technical platform is helpful, but not required.

· Ability to communicate with a diverse audience.

· Ability to establish relationships with resources who report to different managers.

· Strong history of business relationship management

· We appreciate that a job description is a wish-list and we encourage candidates to apply even if they don’t believe they tick every box. A career is an evolution and if you are the right candidate to develop into this role, your leadership will provide the mentoring to help you fill the gaps and reach your potential.