Lead Engineer, CX-One

Job not on LinkedIn

September 28

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Miratech

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Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

📋 Description

• Lead, design and implement NICE-based routing solutions and IVR applications for a large-scale customer experience transformation initiative • Coordinate and execute release planning, development, testing, and deployment of IVR enhancements across multiple agencies • Design and build call flows, chat solutions, and backend system integrations using APIs • Provide Subject Matter Expertise (SME) for NICE BU and contribute to solution design and network optimization • Design and implement skills-based routing for voice, chat, email, and SMS • Collaborate with architecture teams to design, develop, and integrate APIs • Translate business requirements into technical requirements and prepare design documents for application development • Provide troubleshooting support and technical assistance for scripting and system issues • Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and network infrastructure • Coordinate issue resolution and communication with technical teams; review and oversee support tickets with agency leadership • Guide and mentor team members in designing and achieving requested IVR enhancements

🎯 Requirements

• 5+ years of experience with NICE InContact and/or NICE CXone • 3+ years of experience scripting in NICE CXOne Studio • Strong conflict management skills • Excellent organizational communication skills, written and verbal • Proven ability to collaborate and work effectively in a team environment • Experience in creating contact center dashboards • Familiarity with Salesforce • Basic knowledge of intersystem networking and data traffic flow between components • Ability to troubleshoot end-to-end call center applications, including browser issues in Chrome and Edge when interacting with web-based applications like Salesforce or Microsoft Dynamics • Experience working with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, application servers, databases, and network infrastructure • Experience designing and implementing skills-based routing for voice, chat, email, and SMS contact center technology • Experience designing and building call flows, chat solutions, and backend system integrations using APIs • Nice to have: RESTful Webservices/APIs experience • Nice to have: Programming experience in C#, C++, Java, JavaScript, or Python

🏖️ Benefits

• Culture of Relentless Performance • Competitive Pay and Benefits, including health insurance, language courses, and a relocation program • Work From Anywhere Culture (remote flexibility) • Professional development opportunities: certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities • Global impact working on projects for top global clients • Welcoming multicultural environment with team-building company social events • Social sustainability initiatives: IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality • Equal opportunity employer