Responsibilities
- Engage confidently with clients and manage interactions across multiple stakeholders.
- Lead release planning and oversee development, testing, and deployment of IVR improvements across various agencies.
- Create and configure call flows, chat applications, and backend integrations using API technologies.
- Serve as a subject matter expert within the NICE business unit, aiding in solution architecture and network optimization.
- Develop and deploy skills-based routing strategies for voice, chat, email, and SMS channels in contact center environments.
- Partner with architecture teams to design, build, and integrate application programming interfaces.
- Convert business needs into technical specifications and produce design documentation for development teams.
- Deliver technical troubleshooting and support for scripting and system-related challenges.
- Collaborate with cloud service providers and work within virtualized environments, including servers, databases, and networking components.
- Coordinate problem resolution and maintain communication with technical teams during incident response.
- Review support tickets with agency leadership and supervise resolution of technical inquiries tied to agency operations.
- Act as a technical mentor, guiding team members in delivering requested IVR enhancements.
Work Arrangement
Remote (Worldwide)
