Senior Contact Center Engineer

Ascensus•Boston, MA

About The Position

We are looking for a highly experienced Senior Contact Center Engineer with deep expertise in NICE inContact or CXone to lead advanced contact center solutions' design, development, and support. This role is critical in enhancing customer engagement through innovative IVR flows, omnichannel integration, and automation.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or related field.
5+ years of experience in contact center technologies, with at least 3 years in scripting, and implementing advanced call routing using NICE inContact or CXone Studio
Strong software engineering experience in C#, Java, or Javascript
Strong understanding of CCaaS platforms and omnichannel contact center operations.
Familiarity with CTI integrations and CRM platforms.
Excellent problem-solving, communication, and project management skills.
NICE inContact or CXone certifications.
Knowledge of implementing AI features in an enterprise environment
Experience participating in design discussions with both technical and non-technical audiences.
Familiarity or experience with Agile engineering practices (test driven development, continuous integration and pair programming, etc.)
Agile/Scrum development experience.

Nice To Haves

Experience with other CCaaS platforms (e.g., Genesys, Five9, Amazon Connect).
Knowledge of cloud platforms (AWS, Azure).

Responsibilities

Design, develop, and maintain NICE inContact or CXone Studio scripts and call flows.
Develop custom scripts and integrations using NICE CXOne Studio, with a focus on integrations with Salesforce, Microsoft Dynamics, and third-party systems via APIs.
Lead the implementation and support of CCaaS (Contact Center as a Service) solutions.
Develop and improve technical standards for development, including coding standards and best practices
Conduct testing and validation to ensure performance, scalability and reliability of the platform
Provide Tier 3 support and act as a subject matter expert for NICE inContact technologies.
Work with internal and external stakeholders to translate business needs into requirements and deliver scalable solutions.
Monitor system performance, troubleshoot issues, and ensure high availability.
Maintain documentation, SOPs, and training materials for internal teams.
Stay current with emerging technologies and recommend improvements to enhance the contact center experience.
Participate in code reviews, testing, and continuous integration processes.
Assist in estimating and planning throughout the software development life cycle.