Technical Lead for NICE CXone Contact Center Solutions
2 weeks ago
We are seeking a highly skilled Technical Lead to join our team at Ecolab, supporting the implementation of NICE CXone cloud-based Contact Center solutions. This role will involve leading the technical delivery of these solutions, working closely with customers to gather business needs and articulate them into detailed requirements.
Responsibilities:- Serve as the technical lead to support the implementation of NICE CXone cloud-based Contact Center, including development in InContact Studio and integration with external systems.
- Provide expert level technical support to resolve issues, working with end users, SMEs, sub-contractors, and vendors.
- Design and support call center configuration items such as security, call flow routing, IVR routing, text, chat, and email channels, integration via API to our CRM for screen pops and posting interactions.
- Work with customers to gather business needs, articulate those into detailed requirements, and work with sub-contractors and vendors to ensure work is delivered accurately and to specification.
- Attract and develop developers to the local and global teams.
- Lead and participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company's infrastructure.
- Monitor performance, capacity, and availability of the contact center infrastructure.
- Provide estimates for cost and effort and assist in validation of business cases.
- Interface with all levels of management to negotiate project priorities and outcomes.
- Stay relevant with contact center technology changes and innovations to recommend the most effective improvements for the business.
- Define standards and implement best practices to ensure quality.
- Collaborate with architects to define solution development patterns and ensure solution design is aligned with organizational/strategic direction.
- Bachelor's Degree in computer science, Engineering or related field, or equivalent experience
- 7+ years of experience working with technology solutions in IT industry.
- 5+ years of experience supporting NICE inContact (CXone) Contact Center solution.
- Strong experience with ACD, skill-based routing, call recording/screen recording, speech analytics, IVR, chat, text email and workforce management (WFM)
- Solid understanding of call flows, scripting, and design within CXone Studio
- 2+ years of experience working on common programming such as JavaScript/Node, Python, Java, .Net, Angular or equivalent technology.
- 4+ years of experience with Agile delivery methodologies (., Scrum, Kanban)
- Experience leading Software Development Lifecycle (SDLC) practices
- Provide expert level technical support to resolve issues, working with end users, SMEs, sub-contractors, and vendors.
- Experience effectively partnering with managers and key stakeholders.
Fluent in written and verbal communication in English.
This is an excellent opportunity to join our team at Ecolab, supporting the growth of our NICE CXone Contact Center solutions. We offer a competitive salary of $120,000 - $180,000 per year, depending on experience, and a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
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