At NICE CXone Contact Center, we are looking for someone enthusiastic about delivering solutions and improving customer experience, a strong problem solver that enjoys complex situations and can be creative when coming up with solutions.
Someone who is not afraid to raise concerns or risks and can establish shared vision across the company by building consensus on priorities leading to product execution.
What you will do:
- Serve as the technical expert to support the implementation of NICE CXone cloud-based Contact Center, including development in InContact Studio and integration with external systems.
- Provide expert level technical support to resolve issues, working with end users, SMEs, subcontractors, and vendors.
- Design and support call center configuration items such as security, call flow routing, IVR routing, text, chat, and email channels, integration via API to our CRM for screen pops and posting interactions.
- Work with customers to gather business needs, articulate those into detailed requirements, and work with sub-contractors and vendors to ensure work is delivered accurately and to specification.
- Participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company’s infrastructure.
- Monitor performance, capacity, and availability of the contact center infrastructure.
- Provide estimates for cost and effort and assist in validation of business cases.
- Stay relevant with contact center technology changes and innovations to recommend the most effective improvements for the business.
- Define standards and implement best practices to ensure quality.
- Collaborate with architects to define solution development patterns and ensure solution design is aligned with organizational/strategic direction.
- Mentor and provide coaching resources to developers to build solutions that deliver desired outcomes.
- Ensure solutions are secure, scalable, reusable, resilient, and performant.
- Define priorities to refactor solutions and reduce technical debt.
- Manage risks, issues, change, and dependencies and taking corrective measurements.
Minimum Qualifications:
- Bachelor’s Degree in computer science, Engineering or related field, or equivalent experience
- 6 years of experience working with technology solutions in IT industry.
- 4 years of experience supporting NICE inContact (CXone) Contact Center solution.
- Strong experience with ACD, skill-based routing, call recording/screen recording, speech analytics, IVR, chat, text email and workforce management (WFM)
- Solid understanding of call flows, scripting, and design within CXone Studio
- 2 years of experience working on common programming such as JavaScript/Node, Python, Java, .Net, Angular or equivalent technology.
- 4 years of experience with Agile delivery methodologies (i.e., Scrum, Kanban)
- Experience leading Software Development Lifecycle (SDLC) practices
- Provide expert level technical support to resolve issues, working with end users, SMEs, subcontractors, and vendors.
- Experience effectively partnering with managers and key stakeholders.
- No immigration sponsorship available for this position.
Preferred Qualifications:
- Prior experience working with global development teams
- Fluent in written and verbal communication in English
- Team oriented
- Experience with Agile development methodologies
A trusted partner at nearly three million customer locations, Ecolab (ECL) is a global sustainability leader offering water, hygiene and infection prevention solutions and services that protect people and the resources vital to life. Building on a century of innovation, our 49,000 associates help deliver comprehensive science-based solutions, data-driven insights and world class service to advance food safety, maintain clean and safe environments, optimize water and energy use, and improve operational efficiencies and sustainability for customers in the food, healthcare, hospitality and industrial markets in more than 170 countries around the world. For more Ecolab news and information, visit www.ecolab.com
When you come to work at Ecolab, you get to take on some of the world’s most meaningful challenges and have the opportunity to learn and grow, shape your career, make an impact and quickly see the importance of your work.
Follow us on Twitter @ecolab, Facebook at facebook.com/ecolab, LinkedIn at Ecolab or Instagram at Ecolab Inc.
Benefits
Ecolab strives to provide comprehensive and market-competitive benefits to meet the needs of our associates and their families. Click here to see our benefits.
If you are viewing this posting on a site other than our Ecolab Career website, view our benefits at jobs.ecolab.com/working-here.
Covid-19 Vaccine Notice
Due to local mandates and customer requirements, applicants for certain customer-facing positions must be fully vaccinated (which in some situations requires a booster if eligible), unless a religious or medical accommodation is requested by the applicant and approved by Ecolab.
Americans with Disabilities Act (ADA)
Ecolab will provide reasonable accommodation (such as a qualified sign language interpreter or other personal assistance) with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please visit the Recruiting Support link in the footer of each page of our career website.
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What We Do
A trusted partner at nearly three million customer locations, Ecolab (ECL) is the global leader in water, hygiene and infection prevention solutions and services. With annual sales of $12 billion and more than 44,000 associates, Ecolab delivers comprehensive solutions, data-driven insights and personalized service to advance food safety, maintain clean and safe environments, optimize water and energy use, and improve operational efficiencies and sustainability for customers in the food, healthcare, hospitality and industrial markets in more than 170 countries around the world.
For more Ecolab news and information, visit www.ecolab.com, or follow us on twitter.com/ecolab, facebook.com/ecolab or instagram.com/ecolab_inc.
