Contact Center Lead

Job ID: MI-109308 (913090923)10AOnsite Contact Center Lead with Genesys Interaction Routing Designer, JavaScript, web service API, NICE CXONE Studio, intersystem networking, Chrome/Edge troubleshooting, IVR, cloud/virtual systems experienceLocation: Lansing, MI DTMBDuration: 12+ MonthsMust be able to come onsite 2x a week starting with day 1Local and Non Local candidates may apply.Critical Skills: Ability to program in scripting languages such as JavaScript. Ability to develop, maintain, and troubleshoot web service API calls. NICE CXone Studio experience. (Formerly inContact).Desired Skills: Base knowledge of intersystem networking, and data traffic flow between components. Ability to troubleshoot Chrome and Edge issues when interacting with a Web based application.Skills MatrixContact Center Development experience (NICE CXONE , Genesys Interaction Routing Designer, Amazonetc, ) – 5+ yearsNICE CXone Studio experience – 2-3+ yearsAbility to program in scripting languages such as Javascript – 4+ years experienceAbility to develop, maintain, and troubleshoot web service API calls – 5+ years of experienceRole description:Lead and direct cross-functional technical and agency business teams to support complexagency contact center solutions. Provide technical oversight and develops strong customerrelationship and contact center business operations understanding. Confident in a client facing role and possess the ability to manage multiple stakeholders. Coordinate and perform release planning, development, testing, and releases on multipleagencies IVR enhancements. Coordinate issue communication and resolution with multiple other tech teams in the event of aproblem. Review support tickets with agency leadership and oversee any support questions from otherteam members that might be working on one of those agencies’ tickets. Act as a SME accessible by other team members to discuss and work through possible ways toachieve or a design a requested IVR enhancement. Builds Call flow designs, Chat and integration to backend systems using applicationprogram interfaces (API). Skills based routing design and implementation for voice, chat, and SMS contact centertechnology Works with the Architecture team to design, develop, and deploy APIs, consume APIs. Understand business requirements with the ability to translate to technicalrequirements Prepare design documents based on business requirements for the applicationdevelopment Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualizedsystems, including application servers, databases, and networking infrastructure. Keep up to date on vendor products and enhancements and use the information as needed toimprove customer usage of our supported platforms.MIE-RTR-9.docID-Verification-Interview-Process-UPDATED-6.pdfState of Michigan Hybrid Work Environment Attestation (12).docxNEW-MI-Candidate-Cover-Sheet-5.docx