Leads a team of dynamic customer service specialists at Purple to provide world - class service. Requires leadership experience and a passion for mentoring in the comfort product industry.
About the role
- Senior Engineer designing and developing advanced contact center solutions at Ascensus. Leading implementation of NICE inContact or CXone technologies with a focus on innovation and customer engagement.
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.
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.
Benefits
- 401(k) match
- Medical
- Dental
- Vision
- Paid-Time-Off
Job title
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Experience level
Salary
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Degree requirement
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