NICE CX-One Engineer

The world's largest healthcare company is going through a Customer Experience transformation and Miratech is the trusted partner in this journey.
Transformation of traditional call center systems and processes to an omnichannel for our consumers, providers, and agents. The project's capabilities are a constant evolution of features and functions to support business needs. The client’s customer-focused contact center solutions are designed to enhance and facilitate seamless interactions between consumers and customer service representatives.
We are doing myriad projects across the spectrum of client's CX estate, including the development and implementation of routing/IVR strategies across various lines of business, BOT development/middleware, digital development for omnichannel experience, agent desktop creation and customization for various line of business demands, support the business architecture team, migrations off legacy systems, Digital expansion as well as contact center production control and operations.
We are looking for a NICE CX-One Engineer to join our team who will be working with cross-functional teams and agency business teams to support migrations, participate actively in development, deployment, troubleshooting, applying necessary changes and implementation complex agency contact center solutions on the NICE platform.

Responsibilities:

• Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
• Build Call flow designs, Chat and integration to backend systems using application program interfaces (API).
• Manage NICE BU and provide input into solution design, and optimization for network solutions.
• Provide routing design and implementation for voice, chat, email, and SMS contact center technology
• Cooperate with the Architecture team to design, develop, and deploy APIs, and consume APIs.
• Prepare design documents based on business requirements for the application development
• Provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise
• Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
• Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies’ tickets.

• 3+ years of experience with Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant).
• 3+ years of professional background with NICE CXOne Studio scripting experience.
• Broad knowledge and hands-on experience with NICE InContact and/or NICE CXone solutions.  
• Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
• Genesys Cloud experience required
• Understand business requirements with the ability to translate into technical requirements.
• Conflict management and clear organizational communication.
• Excellent communication and teamwork skills.

Nice to have:

• Experience in Contact Center Dashboard Creation.
• Experience with Salesforce.
• Base knowledge of intersystem networking, and data traffic flow between components.
• Ability to troubleshoot end-to-end Call center applications including Chrome and Edge issues when interacting with a Web-based application like Salesforce/ Microsoft Dynamics.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• 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: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.