Responsibilities
- Lead release planning, development, testing, and deployment for IVR improvements across multiple agency systems.
- Design call flows and integrate with backend platforms through application programming interfaces.
- Oversee NICE Business Unit operations and contribute to network solution design and performance optimization.
- Develop and implement routing strategies for contact center technologies.
- Collaborate with architecture teams on API design, development, deployment, and integration.
- Deliver technical troubleshooting support for scripting issues to internal teams and clients.
- Coordinate with multiple technical teams to communicate and resolve system issues efficiently.
- Evaluate support tickets with agency leads and supervise support inquiries from team members handling agency-related tasks.
