Kesta IT
End User Support Engineer
Kesta IT, Lansing, Michigan, United States, 48900
Come build, innovate, disrupt, and thrive!
K?STA I.T is actively seeking a
End User Support Engineer
foran immediate contract engagement with our government client.
Work Location:
This position is
Hybrid
Job Description :
We are seeking a
End User Support Engineer
to lead the implementation and support of complex contact center solutions. In this technical role, you will collaborate with cross-functional teams to design, build, and optimize voice, chat, email, and SMS contact center technologies, while also managing system integrations and release planning.
Responsibilities : •Serve as a technical lead, working closely with business teams to implement and enhance contact center solutions. •Manage NICE CXOne Business Unit (BU) and provide Subject Matter Expertise (SME) for solution design and optimization. •Design and implement skills-based routing for voice, chat, email, and SMS contact center technologies. •Coordinate and perform release planning, development, testing, and deployment of IVR enhancements across multiple agencies. •Develop and deploy APIs, and integrate backend systems using application programming interfaces (APIs) in collaboration with the architecture team. •Translate business requirements into technical design documents for application development. •Troubleshoot issues in cloud-based SaaS/PaaS/IaaS environments, including application servers, databases, and networking infrastructure. •Manage and resolve support tickets and assist other team members in troubleshooting complex contact center issues. •Act as a SME to assist team members in achieving or designing requested IVR enhancements..
Required Skills: •5+ years of experience with NICE InContact CXone technologies, including ACD, IVR, Auto Dialer, OmniChannel, WFM, Studio, Interaction Analytics, and Auto Attendant. •3+ years of experience with NICE CXOne Studio. •4+ years of experience programming in C#, C++, Java, JavaScript, or Python. •5+ years of experience developing, maintaining, and troubleshooting webservice API calls.
Nice To Have: •Experience in creating Contact Center Dashboards. •Experience with Salesforce. •Basic knowledge of intersystem networking and data traffic flow between components. •Ability to troubleshoot end-to-end contact center applications, including issues related to Chrome and Edge when using web-based applications like Salesforce or Microsoft Dynamics.
Available Benefits: •Medical Benefits (Platinum level plans available) •Work from home / Hybrid / Onsite options •PTO •Holiday Pay •VTO •401K •Charitable Match •Training reimbursement
About K?STA I.T.:
Our name says it all; K?STA I.T. (Keys-to-I.T.) AND our people are our keys to our success!
K?STA I.T. is a premier Utah-based technical staffing and consulting services firm. We specialize in temporary and permanent placement of Software, Hardware, Network, Cloud, CRM/ERP, Data, End-User support, Web and Executive / leadership-based positions on a full time and consulting basis.
If you're interested in a role where top performance is rewarded, personal time is valued, and excellence is demanded at every level we want to talk to you today!
Where do you want to go? We've got the keys! ~ K?STA I.T.
WWW.KeSTAIT.COM
K?STA I.T is actively seeking a
End User Support Engineer
foran immediate contract engagement with our government client.
Work Location:
This position is
Hybrid
Job Description :
We are seeking a
End User Support Engineer
to lead the implementation and support of complex contact center solutions. In this technical role, you will collaborate with cross-functional teams to design, build, and optimize voice, chat, email, and SMS contact center technologies, while also managing system integrations and release planning.
Responsibilities : •Serve as a technical lead, working closely with business teams to implement and enhance contact center solutions. •Manage NICE CXOne Business Unit (BU) and provide Subject Matter Expertise (SME) for solution design and optimization. •Design and implement skills-based routing for voice, chat, email, and SMS contact center technologies. •Coordinate and perform release planning, development, testing, and deployment of IVR enhancements across multiple agencies. •Develop and deploy APIs, and integrate backend systems using application programming interfaces (APIs) in collaboration with the architecture team. •Translate business requirements into technical design documents for application development. •Troubleshoot issues in cloud-based SaaS/PaaS/IaaS environments, including application servers, databases, and networking infrastructure. •Manage and resolve support tickets and assist other team members in troubleshooting complex contact center issues. •Act as a SME to assist team members in achieving or designing requested IVR enhancements..
Required Skills: •5+ years of experience with NICE InContact CXone technologies, including ACD, IVR, Auto Dialer, OmniChannel, WFM, Studio, Interaction Analytics, and Auto Attendant. •3+ years of experience with NICE CXOne Studio. •4+ years of experience programming in C#, C++, Java, JavaScript, or Python. •5+ years of experience developing, maintaining, and troubleshooting webservice API calls.
Nice To Have: •Experience in creating Contact Center Dashboards. •Experience with Salesforce. •Basic knowledge of intersystem networking and data traffic flow between components. •Ability to troubleshoot end-to-end contact center applications, including issues related to Chrome and Edge when using web-based applications like Salesforce or Microsoft Dynamics.
Available Benefits: •Medical Benefits (Platinum level plans available) •Work from home / Hybrid / Onsite options •PTO •Holiday Pay •VTO •401K •Charitable Match •Training reimbursement
About K?STA I.T.:
Our name says it all; K?STA I.T. (Keys-to-I.T.) AND our people are our keys to our success!
K?STA I.T. is a premier Utah-based technical staffing and consulting services firm. We specialize in temporary and permanent placement of Software, Hardware, Network, Cloud, CRM/ERP, Data, End-User support, Web and Executive / leadership-based positions on a full time and consulting basis.
If you're interested in a role where top performance is rewarded, personal time is valued, and excellence is demanded at every level we want to talk to you today!
Where do you want to go? We've got the keys! ~ K?STA I.T.
WWW.KeSTAIT.COM