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Global Cloud Contact Center Engineer (REMOTE)

Company: Resolution Technologies, Inc.
Location: Los Angeles
Posted on: January 17, 2022

Job Description:

Global Cloud Contact Center Engineer (REMOTE)

Global Cloud Contact Center Engineer Job Summary:
The Global Contact Center Engineer is responsible for the migration and support of various types of contact center solutions to the Nice inContact platform. This role includes working closely with business leaders and technology engineers to digitally transform the environment and improve the overall customer experience. It requires strong communication skills and experience translating business requirements into technical deliverables and executing on those to ensure successful customer interactions.

Global Cloud Contact Center Engineer Duties and Responsibilities:
Design, test and implement the NICE InContact platform which includes the CXone Contact Center, IEX Workforce Management and Salesforce integration for CRM
Analyze, build, and modify call routing utilizing InContact Studio
Demonstrate experience with VoIP implementation and support, specifically configuration of SIP end points and troubleshooting SIP telephony
Work with vendors to articulate business needs and ensure work is delivered accurately and to specification
Lead and participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company's global infrastructure
Establish a standard approach and process for quickly integrating contact center technologies acquired through mergers and acquisitions
Execute on established procedures as it relates to incident, change and event management
Provide tier 3 support to resolve complex issues
Provide training and coaching for technical resources
Stay relevant with contact center technology changes and innovations to recommend the most effective improvements for the business

Global Cloud Contact Center Engineer Qualifications:
Bachelor's degree or equivalent IT work experience
Minimum 5 years prior job-related experience including an understanding of the contact center business, market and business trends
Nice inContact Contact Center as a Service platform
Experience supporting next generation technologies and omni channel communication
Oracle Session Border Controller configuration and management
Experience with multi-vendor platforms such as RingCentral, Dialpad or 8X8

Keywords: Resolution Technologies, Inc., Los Angeles , Global Cloud Contact Center Engineer (REMOTE), Engineering , Los Angeles, California

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