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Contact Centre Domain Expert
5 months ago
At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.
Job Description – Senior Specialist Software Engineer (Java)
We are seeking a skilled and experienced Contact Center Developer with expertise in routing and Java programming to join our dynamic team. As a Contact Center Developer, you will be responsible for developing and maintaining contact center applications, with a specific focus on routing functionality. Your role will involve designing and implementing robust and scalable routing solutions, ensuring efficient call flows and optimal customer experiences. You will collaborate closely with cross-functional teams, including software developers, system architects, and contact center managers, to deliver cutting-edge solutions that enhance our contact center operations.
Requirements
Proven experience in managing ACD Expertise in designing call routing flows for both inbound and outbound Strong understanding of UC and CC Proficiency in VOIP systems and related protocols such as SIP, H323, H248, RTP, and SS7-ISUP . Solid understanding of network protocols, especially TCP/IP and WEBSOCKET , with a focus on failover and redundancy strategies.Role and responsibilities
Manage and optimize the ACD (Automatic Call Distribution) system to ensure efficient distribution of incoming calls. Design, implement, and monitor call routing flows for both inbound and outbound calls. Collaborate with the IT and communications teams to ensure seamless UC (Unified Communications) and CC (Contact Center) operations. Oversee the implementation and management of VOIP systems, with proficiency in protocols including SIP, H323, H248, RTP, and SS7-ISUP. Ensure network security and efficiency through expertise in TCP/IP and WEBSOCKET protocols. Develop and maintain documentation for failover procedures, ensuring staff training and periodic testing of failover scenarios. Develop, enhance, and maintain contact center applications with an emphasis on routing functionality. Design, implement, and optimize routing algorithms to ensure efficient and effective call flows. Collaborate with cross-functional teams to understand business requirements and translate them into technical solutions. Perform system analysis, troubleshooting, and debugging to identify and resolve routing-related issues. Conduct regular performance monitoring and optimization of routing strategies to ensure optimal customer experiences. Maintain documentation, including technical specifications, system designs, and user manuals. Stay up-to-date with industry trends and emerging technologies in contact center routing and Java development, and apply them to enhance our systems. Participate in code reviews and provide constructive feedback to ensure high-quality code standards. Deliver high quality, sustainable, maintainable code Participate in reviewing design and code (pull requests) for other team members – again with a secure code focus Work as a member of an agile team responsible for product development and delivery Adhere to agile development principles while following and improving all aspects of the scrum process Follow established department procedures, policies, and processes. Adheres to the company Code of Ethics and CxOne policies and procedures. Excellent English and experience in working in international teams are required.Qualifications and Required Experience
BS or MS in Computer Science or related degree 12+ years’ experience in software development Strong knowledge of Java, Spring boot or .NET ,C# experience Strong knowledge of working and developing Microservices. Experience with AWS Could on any technology (preferred are Kafka, EKS, Kubernetes) Extensive experience refactoring code and developing solutions with a minimum risk of regression Experience with Continuous Integration workflow and tooling (i.e. JIRA, Bamboo, Bitbucket)