Cloud Contact Center Engineer-Eagle Eye Technologies

Lansing, MI
January 10, 2025
Full Time
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Average Pay*: 30 - 55
*average hourly rate for this position in your area
Deadline date:
$27 - $27

Job Description

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Job Title: Cloud Contact Center Engineer

Company: Eagle Eye Technologies

Location: Lansing, MI

Pay: $57 per hour

AI Pay Analysis: The hourly rate of $57 for a Cloud Contact Center Engineer in Lansing, MI, is generally competitive when compared to industry standards for similar roles in the region. According to various salary reports and job postings, salaries for Cloud Contact Center Engineers typically range from $50 to $75 per hour, depending on experience, certifications, and specific job responsibilities. Factors such as the cost of living in Lansing, which is lower than in larger metropolitan areas, may also play a role in this rate’s competitiveness. Overall, the offered rate appears to align well with market trends, making it a reasonable compensation for the position.

Job description:

The Cloud Contact Center Engineer position is a contract role based in Lansing, Michigan, offering a pay rate of $57 per hour on W2 and $75 per hour on C2C. This position serves as a technical lead, collaborating with cross-functional teams and agency business units to design, implement, and support advanced agency contact center solutions.

The ideal candidate will demonstrate confidence in client-facing situations and possess strong stakeholder management skills. Responsibilities include coordinating release planning, development, testing, and deployment of IVR enhancements across multiple agencies. The role involves designing call flows, integrating chat solutions with backend systems utilizing application programming interfaces (APIs), and managing NICE Business Unit operations while providing Subject Matter Expertise (SME) for solution design and optimization in network solutions.

Key responsibilities encompass the design and implementation of skills-based routing for voice, chat, email, and SMS within contact center technology. The Engineer will work closely with the Architecture team to design, develop, and deploy APIs, as well as consume APIs effectively. A strong understanding of business requirements and the ability to translate these into technical specifications is critical. Additionally, the Engineer will prepare design documents that reflect business needs for application development.

The preferred candidate will have experience with cloud-based SaaS/PaaS/IaaS solutions and working knowledge of virtualized systems, including application servers, databases, and networking infrastructures. Effective coordination of issue communication and resolution with various technical teams is essential, as is the ability to review support tickets alongside agency leadership and oversee related inquiries.

As an SME, the Engineer will provide guidance to team members, facilitating discussions around designing and enhancing IVR capabilities.

Skills Required:

  • Critical Skills:

    • Proficiency in NICE InContact CXone (including ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs, and Auto Attendant) with at least 5 years of experience.
    • Experience with NICE CXOne Studio (a minimum of 3 years preferred).
    • Programming expertise in languages such as C#, C++, Java, JavaScript, or Python, with at least 4 years of experience.
    • Proficient in developing, maintaining, and troubleshooting web service API calls, with a minimum of 5 years of experience.
  • Desired Skills:
    • Experience in creating Contact Center Dashboards.
    • Familiarity with Salesforce.
    • Basic understanding of intersystem networking and data traffic flow among components.
    • Ability to troubleshoot end-to-end call center applications, including issues in browsers like Chrome and Edge when interfacing with web-based applications such as Salesforce or Microsoft Dynamics.

Additional Information:
The manager is seeking an engineer who can code on the NICE CXone platform, developing scripts and interfaces for the NICE CXone application. Relevant experience is necessary and should be detailed in the pre-screening questions.

Interested candidates are encouraged to submit their resumes to [email protected] or [email protected].

Job Posting Date: Tue, 07 Jan 2025 23:11:30 GMT

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