Ascensus

Senior Contact Center Engineer

Ascensus

full-time

Posted on:

Location Type: Office

Location: Dresher • Florida • Massachusetts • United States

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Job Level

Senior

Tech Stack

JavaJavaScriptSDLC

About the role

  • Design, develop, and maintain NICE inContact or CXone Studio scripts and call flows.
  • Develop custom scripts and integrations using NICE CXOne Studio, with a focus on integrations with Salesforce, Microsoft Dynamics, and third-party systems via APIs.
  • Lead the implementation and support of CCaaS (Contact Center as a Service) solutions.
  • Develop and improve technical standards for development, including coding standards and best practices
  • Conduct testing and validation to ensure performance, scalability and reliability of the platform
  • Provide Tier 3 support and act as a subject matter expert for NICE inContact technologies.
  • Work with internal and external stakeholders to translate business needs into requirements and deliver scalable solutions.
  • Monitor system performance, troubleshoot issues, and ensure high availability.
  • Maintain documentation, SOPs, and training materials for internal teams.
  • Stay current with emerging technologies and recommend improvements to enhance the contact center experience.
  • Participate in code reviews, testing, and continuous integration processes.
  • Assist in estimating and planning throughout the software development life cycle.

Requirements

  • Bachelor’s degree in Computer Science, Information Systems, or related field
  • 5+ years of experience in contact center technologies, with at least 3 years in scripting, and implementing advanced call routing using NICE inContact or CXone Studio
  • Strong software engineering experience in C#, Java, or Javascript
  • Strong understanding of CCaaS platforms and omnichannel contact center operations
  • Familiarity with CTI integrations and CRM platforms
  • Excellent problem-solving, communication, and project management skills
  • NICE inContact or CXone certifications.
  • Knowledge of implementing AI features in an enterprise environment
  • Experience participating in design discussions with both technical and non-technical audiences
  • Familiarity or experience with Agile engineering practices (test driven development, continuous integration and pair programming, etc.)
  • Agile/Scrum development experience.
Benefits
  • 401(k) match
  • Medical
  • Dental
  • Vision
  • Paid-Time-Off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
NICE inContactCXone StudioC#JavaJavaScriptAPIsCCaaSCTI integrationsAI featuresAgile engineering practices
Soft Skills
problem-solvingcommunicationproject management
Certifications
NICE inContact certificationCXone certification