Contact Centre Solutions Engineer

4 weeks ago

London, Greater London, United Kingdom Disclaimer: ANY-Web Ltd. Full time
About the Role

We are seeking a skilled CX Engineer to support NICE XC One, with a strong background in modern contact centre technologies. The ideal candidate will have at least 5 years of experience in application development and a passion for improving customer engagement.

Key Responsibilities
  • Design, develop, and implement solutions using NICE CX One to optimize customer experience.
  • Collaborate with cross-functional teams to enhance the functionality of contact centre applications, including IVR systems, web, and chatbots.
  • Leverage knowledge of modern CC platforms to support integration and performance improvements.
  • Utilize workforce management tools such as NICE or Verint to streamline operations and enhance workforce management.
  • Integrate AI solutions to improve customer interactions and operational efficiency.
  • Manage CRM integrations, including Salesforce, ServiceNow, and SAP, to ensure seamless data flow and enhance customer service capabilities.
  • Troubleshoot and resolve technical issues related to CX applications and infrastructure.
  • Stay current with industry trends and advancements in contact centre technologies.
Qualifications
  • Relevant experience in application development within a contact centre environment.
  • Proficiency with NICE or other WFM platforms is a plus.
  • Familiarity with Genesys Pure Cloud is a plus.
  • Experience with IVR development and implementation.
  • Knowledge of web and chatbot development and integration.
  • Experience with AI technologies and their application in customer experience.
  • Strong understanding of CRM systems, particularly Salesforce, ServiceNow, and SAP.
  • Experience with workforce management systems, specifically NCE or Verint, is a plus.
  • Fluency in programming languages such as Java, JSON, C#, and Python is a plus.
  • Strong problem-solving skills and ability to work collaboratively in a fast-paced environment.
  • Excellent communication and interpersonal skills.

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