NICE CXONE InContact Contact Center Engineer

We are seeking a skilled NICE CXONE InContact Contact Center Engineer to join our team as a technical lead.

Job Posting: NICE CXONE InContact Contact Center Engineer

Location: Lansing, MI (Hybrid preferred; remote considered for non-Michigan candidates.)
Position Type: Contract (1 year with potential for extensions)
Interviews: Virtual via MS Teams (validation process required)

Key Responsibilities

• Lead the design and development of call flows, chat interfaces, and backend integrations using APIs.
• Manage NICE CXOne BU, provide SME guidance, and optimize contact center solutions.
• Oversee release planning, testing, and deployment of IVR enhancements across agencies.
• Implement skills-based routing for voice, chat, email, and SMS.
• Collaborate with architecture teams to design and deploy APIs.
• Troubleshoot and resolve technical issues across end-to-end contact center workflows.
• Prepare and maintain design documents based on business requirements.
• Ensure seamless communication and resolution of issues with technical teams.

Required Skills

• NICE CXOne Platform Expertise:
  • 5+ years of experience with ACD, IVR, Auto Dialer, Omnichannel, WFM, Studio, Interaction Analytics, POCs, and Auto Attendant.
  • 3+ years of hands-on experience with NICE CXOne Studio.
• Programming Knowledge:
  • 4+ years of experience with one or more programming languages: C#, C++, Java, JavaScript, Python.
• API Development:
  • 5+ years of experience developing, maintaining, and troubleshooting webservice API calls.
• Familiarity with cloud-based SaaS/PaaS/IaaS systems and virtualized infrastructure.