Job#: 2048430
Job Description:
Apex Systems, the Nation's 2ndlargest Technical Staffing and Services Firm, has an opening for a ImplementationEngineer with a Fortune 500 Company for a Remote role,ContractPosition!
*If you are interested in this role, please email your resume and to [email protected]
Implementation Engineer
Location: Remote / Roanoke, VA 24011
Length: 12+ month contract
Payrate Range: $ 52-$58
JOB DUTIES:
The Contact Center Services (CCS) Customer Experience (CX) Configuration Specialist works within the Consulting Services practice as a customer-facing resource to manage enterprise-wide Contact Center solutions for customers from many verticals on the NICE inContact CXone platform.
The Consulting Services team implements and maintains both hosted and CPE solutions which contribute millions in revenue.
The custom IVR and voice solutions are critical to our customers so our focus is to consult with both quality and a sense of urgency in mind.
They are led by a program management and project management team which follows the Professional Services Project Methodology using a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling PS activities. The CX Configuration Specialist provides application engineering professional services, specifically in the contact center domain.
In this role, you must be able to meet with clients, perform design sessions, synthesize business requirements, transfer gathered requirements to an enterprise design leveraging best practices, perform all aspects of the configuration of call flows and scripting, perform a testing lifecycle (i.e., unit testing, system integration testing, quality assurance testing, and user testing), and work with customer to rollout final solution into production.
EDUCATION/CERTIFICATIONS: Bachelor or Master of Science in Computer Science or Software Engineering NICE inContact CXone Certified Implementation Partner Certifications
MUST HAVE SKILLS (Most Important):
* Experience in Contact Center Services implementation and configuration
* Expertise in NICE InContact CXone platform for contact center services
* NICE inContact CXOne Certifications - NICE CXOne Core/QM/PC/WFM/DFO (or equivalent experience)
* Know User Hub or Central Administration tools for contact center object configuration
* Extensive experience with NICE inContact Studio using the visual editor and script programming language for contact flows (voice (inbound/outbound), email, chat, SMS)
* Proven ability in call flow scripting of complex call center environments
* Experience with troubleshooting contact center issues, call routing, traces, integrations, etc
* Experience with RESTful web services and integration with APIs for CRMs and databases
* Understand technical requirements and be able to document those requirements via call flow diagrams and functional design specifications
* Ability to interpret and analyze business requirements, identify risks and design appropriate solutions.
* Excellent written and verbal communication skills * Be capable of presenting and reviewing design specifications with stakeholders
* Experience with Workforce Management
* Experience with Feedback Management, DB Connector and Virtual Agent Hub
* Experience with CRM Agent Applications inside CXone Console (ServiceNow, ZenDesk, Microsoft Dynamics, MS Teams)
* Experience with AI and chatbots (Amelia, Dialogflow,
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
VEVRAA Federal ContractorWe request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.
