Contact Centre Domain Expert

5 months ago

Pune Maharashtra, India NICE Systems Full time

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)**

**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.
- 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.
- 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)

**_About NICE _**
- NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. _
- Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. _
- NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law._

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