Senior IVR & Contact Center Engineer (NICE CXone / Genesys)

The Sr. Telecom Apps Software Engineer (official NJM job title) will have extensive knowledge of the NICE CX1 platform and is responsible for the design and development of voice/email/chat solutions on the NICE suite of applications used by contact center staff. The person in this role will be the technical lead for IT and will be expected to translate software requirements into working solutions within the existing IVR application framework. The person serving this role will also be responsible for monitoring and troubleshooting systems for optimal performance.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Customer support and troubleshooting

• Perform analysis and resolve telecom related issues and service requests in a timely manner.

• Assist immediate team members, extended IT team members and vendors to resolve complex and cross product issues.

• Interact with vendor support and provide adequate communication about problem resolution.

• Proactively monitor systems and take corrective action when required.

• Document process and procedures according to established IT standards.

• On a periodic frequency, insure that all supporting telecom systems are adequately patched with the appropriate application and security related updates.

• Have a thorough understanding of NICE CX1 and related technologies.

• Subject matter expert on IVR development

• Design and develop IVR voice, chat and email solutions leveraging API’s to communicate to backend systems on the CX1 platform.

• Act as the liaison for the business unit and IT.

• Support the various IT system integrations to the telecom architecture.

• Identify and correlate business requirements to software configurations solutions within the telecom applications.

• Influence technical staff in the design and operation of telecom systems.

• Serve as the point of contact for issue resolution and problem analysis.

• Coordinate and run testing efforts to validate application functionality upon deployment of a fix and or platform upgrades.

• Quality and documentation

• Insure that team and individual deliverables are of high quality.

• Service requests are resolved to end user satisfaction with minimal rework.

• Effectively use available tools to diagnose and remedy user reported issues.

• Create and document procedures adhering to established IT processes.

• Maintain library of documentation to be used as a reference by immediate team members.

• Continuous improvement

• Maintain and improve technical proficiency through continuous learning of telecom products, supporting hardware and software environments.

• Actively seeks to learn from senior team members as appropriate.

• Serve as a mentor to junior team members.

REQUIRED QUALIFICATIONS:

• 10+ years of related information technology experience.

• 5+ years of supporting telecom applications.

• 5+ years of programming experience.

• 3+ years of supporting Linux based application.

• Bachelor’s degree in a technical field (computer science, engineering) or equivalent work experience.

• Strong working knowledge of telecom system architecture to support a contact center environment on NICE CX1 platform.

• Working knowledge of database design and operation, web technologies.

• Proficiency and experience with certain operating systems (Windows, Linux)

Certifications or Licenses:

• NICE Certified System Administrator (preferred but not required)

Compensation: Salary is commensurate with experience and credentials.

Pay Range: $91,021-$114,806

Eligible full-time employees receive a competitive Total Rewards package, including but not limited to a 401(k) with employer match up to 8% and additional service-based contributions, Health, Dental, and Vision insurance, Life and Disability coverage, generous PTO, Paid Sick Leave, and paid parental leave in addition to state-mandated leave. Employees may also be eligible for discretionary bonuses.

Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.