Senior CCaaS Engineer

🕒 May 29

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $115k - $135k / year

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

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TAG - The Aspen Group

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

Healthcare Insurance

TAG - The Aspen Group is a company focused on revolutionizing the healthcare sector by enhancing patient care and experience in various areas, including dentistry and walk-in medical care. The group supports its brands to break down barriers in dental care, foster professional growth, and make significant contributions to the healthcare industry. With a commitment to empowering its teams, The Aspen Group aims to restore smiles and confidence, making healthcare accessible and compassionate.

📋 Description

• Participate as a member of a CCaaS team supporting business needs • Configure the TAG Nice platform to deliver business objectives, including creation, modification and development of scripts within the studio environment to support IVR and chat functions. • Implement system integration and API connections to achieve business objectives and operational efficiencies. • Engineer solutions to critical business problems, being the subject matter expert of CCaaS NiCE platform, features, and functionality • Represent the Telecomm Team to business stakeholders during both project and BAU work. • Develop, receive and confirm CCaaS needs and expectations in writing • Translate needs and expectations into action plans, including cost estimates and timelines • Develop signed off communication flows via NiCE Administration (scripting) and vendor engagement • Work with third party vendors on aligning needs and defining integration needs to internal and external applications • Design and develop automation solutions to enhance the TAG contact Center environment • Maintain all required documentation, including licensing and capacity management • Participate in afterhours and weekend work as needed • Act as a backup to peers • Highly accountable to oneself, to team members, and to clients.

🎯 Requirements

• Bachelor’s degree in information technology, Telecommunications, or a related field in a large scale business environment. • 5+ years NiCE CXone Scripting experience • 5+ years business call center requirements gathering • 3+ years of NiCE DFO (Digital First Omnichannel) • 3+ years’ experience with integrating applications into Nice CXone • 3+ years’ experience supporting call center reporting on Nice CXone • 2+ Years other application development experience nice to have • Familiarity with cloud-based telecom solutions and their integration with IT systems. • Ability to learn new technologies as required

🏖️ Benefits

• paid time off • health • dental • vision • 401(k) savings plan with match