Lead Engineer, NICE CX-One

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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 for customer experience transformation initiatives. • Develop secure and compliant IVR applications and migrate legacy call center systems to modern omnichannel platforms. • Work closely with cross-functional teams to troubleshoot complex issues, optimize customer journeys, and ensure seamless system integrations. • Serve in a client-facing role, managing multiple stakeholders effectively. • 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 optimizing network solutions. • Design and implement skills-based routing for voice, chat, email, and SMS contact center technology. • 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 in case of problems. • Review support tickets with agency leadership and oversee the resolution of support questions related to agency tickets. • Act as an SME, guiding 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 with the ability to navigate and resolve issues. • Excellent organizational communication skills, both 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 issues in Chrome and Edge when interacting with web-based applications like Salesforce or Microsoft Dynamics. • Nice to Have: Experience working with RESTful Webservices / APIs. • Nice to Have: Programming experience in any of the following languages: C#, C++, Java, JavaScript, or Python.

🏖️ Benefits

• Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. • Work From Anywhere Culture : make the most of the flexibility that comes with remote work. • Growth Mindset : professional development opportunities, certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. • Global Impact : collaborate on impactful projects for top global clients. • Welcoming Multicultural Environment : inclusive and supportive work environment with open communication and regular team-building company social events. • Social Sustainability Values : sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.