CXOne IVR Engineer (NICE 3rd Party Product)

ROLE: CXOne IVR Engineer (NICE 3rd Party Product)

SALARY: 10-15% hike on current salary

JOB TYPE: Full Time

LOCATION: Kuala Lumpur, Malaysia

JOB DESCRIPTION:

We are looking for CXOne IVR Engineer (NICE 3rd Party Product) with 5+ years of experience.

Role Purpose:

The CXOne Solution Engineer is responsible for design, development, implementation, and serviceability of client’s contact center inbound and outbound IVR / ACD solution and is the expert technical resource for contact center transformation projects.

The candidate embodies sound engineering principals and is highly collaborative, creative, problem solving, and technically curious.

This role requires proven attention to detail, processes, and an engineering discipline of complex production enterprise environments.

This role will also assist in establishing operational support models, process automation, and proactive monitoring required for a scalable and highly available communication service.

As a member of the broader Services team, the candidate will have direct responsibility for diagnosing and resolving complex integration and call flow issues and outages.

Key Responsibilities:

1. Architecture & Engineering (10%):

• Leverage understanding of contact center operations and inbound and outbound configuration in CXOne for IVR/ACD

• Leverage understanding of concepts and execution of architecture and engineering in the development and deployment of Genesys, inContact, Cisco, Microsoft, and/or Avaya contact center solutions.

• Drive architectural standardization and documentation for the contact center environments.

1. Business Engagement (10%)

• Initiate and proactively engage projects with both business technologists and operating leads in response to business requirements and strategic infrastructure projects.

• Lead discussions with automation in mind with an underpinning focused on enhancing both customer experiences & productivity enabling all outcomes to be measured.

1. IVR / ACD Business Analysis & Design (15%)

• Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery.

• Design, document and develop IVR / ACD inbound & outbound call flows.

• Drive architectural standardization and documentation for the contact center environments.

1. Automation (55%)

• Develop operational process automation using efficient technologies & procedures for Move, Adds, and Changes telephony service.

• Leverage agile approaches and DevOps experiences for accelerated design and deployment, and documentation to improve automation, and improve operational models.

• Technical configuration for IVR specific to Nice CXOne studio programming including scripting call flows in CXOne Studio • Ability to leverage the CXOne API's and integrations across an enterprise environment.

• Leverage CX One technology including to enable screen pops and omnichannel routing of voice via web services.

1. Other [10%]

• Undertake other business analysis/process improvements as assigned from time to time.

Experience:

▪ High proficiency in CXOne studio scripting or a similar technology and have extensive delivery experience of complex contact center solutions.

▪ Contact center design & build experience including call flows, routing, (SMS/WhatsApp), systems & infrastructure architecture, design principles and implementation with cloud solution providers.

▪ Strong background with NICE CXOne implementations ACD, IVR, WFM, including integrations with external platforms.

▪ Integration knowledge of Nice CXOne supported systems such as Microsoft dynamics and Amelia.

▪ Working knowledge of RESTful / Soap API, Object orientated analysis and design methodologies.

▪ 3+ years of implementation experience in a cloud computing or telephony environment or 3-5 years’ experience in contact center operations or technology, or process management.

▪ Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment.

▪ Platform experience with leading collaboration technologies and certifications are a plus. Experience in one or more of the following:

o NICE inContact

o Genesys PureCloud / Engage Cloud

o Cisco Contact Center Enterprise

o Avaya Contact Center

▪ Experience with telecommunications providers, SIP trunking, and complex voice routing and regulations.

▪ Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations.

▪ Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations

▪ Strong ability to identify, understand and communicate business needs and application architectures for technical projects.

▪ Excellent communication and collaboration skills; ability to effectively communicate across all levels is required. ▪ Excellent written/verbal skills; ability to effectively communicate is required.

▪ Experience in understanding and communicating technical concepts to a non-technical audience.

Qualifications

• Bachelor’s degree or equivalent work experience recommended.

Languages:

• Effective verbal and written communications in English.

• Additional language preferred: Mandarin/Cantonese would be advantageous.