Contact Center Traffic and Scheduling Analyst, Sr. jobs in Grand Rapids, MI

Job Title: NICE Contact Center Engineer
Department: IT
Location: Grand Rapids/Remote

Job Summary:

We are seeking an experienced engineer with extensive expertise in engineering and deploying NICE
CXone deployments to join our team. This position is based out of our Grand Rapids, Michigan, office
location. The position is open to remote but onsite is preferred due to the nature of the position. Up to
25% of travel is possible throughout the continental US. As a Contact Center Engineer, you will be crucial
in designing and implementing NICE CXone solutions, ensuring effective communication with business
leaders and stakeholders. Your primary responsibilities will include working with the Contact Center
team to architect new features and integrations and with business stakeholders to engineer solutions
within the NICE platform. Create detailed deployment guides and knowledge-based articles.

Essential Duties and Responsibilities:

● Utilize your extensive experience and knowledge of NICE CXOne to design and deploy effective
solutions that align with business needs and objectives.

● Collaborate with business leaders and stakeholders to understand their requirements, gather
feedback, and incorporate their input into the solution design.

● Clearly communicate NICE CXOne features, designs, and capabilities to non-technical
stakeholders, ensuring their understanding and alignment with business objectives.

● Work closely with technical stakeholders to identify and document business requirements,
translating them into detailed technical design to deploy.

● Partner with the technical teams to deliver a robust solution within NICE that delivers on
business requirements.

● Collaborate with the Operational, Architectural team to create testing plans, ensure solution
quality, and validate that the NICE CXOne deployment meets the defined requirements.

● Create detailed documentation, including solution architecture, technical specifications, and
other relevant materials to support the implementation and maintenance of NICE CXOne.

● Develop custom scripts using NICE CXOne studio and CXOne Automation Studio to enhance
functionality, automate processes, and optimize workflows within the contact center
environment.

● Stay updated with the latest trends and advancements in the customer experience space,
specifically related to NICE CXOne, and provide guidance on incorporating new features and
functionalities into the solution design.

Competencies:

● Demonstrated expertise in architecting and designing NICE CXOne deployments, including a
deep understanding of its features, capabilities, and best practices.

● In-depth knowledge of NICE CXOne platform, particularly in custom scripting using NICE CXOne
studio and CXOne Automation Studio. Proficiency in JSON/XML for data manipulation and
integration with 3rd party APIs.

● Excellent verbal and written communication skills, with the ability to effectively articulate and
deploy complex technical concepts.

● Proven experience engaging with business leaders and stakeholders, gathering requirements,
and building strong relationships to drive successful project outcomes.

● Strong analytical and problem-solving skills, with the ability to analyze complex business needs
and translate them into clear and actionable requirements.

● Meticulous attention to detail, ensuring accurate documentation and precise translation of
business requirements into technical specifications.

● Ability to thrive in a fast-paced and dynamic environment, quickly adapting to changing
priorities and business needs.

● NICE CXone certifications and relevant industry certifications are a plus.

Education and/or Experience:

● 4 years of experience in NICE Contact Center design and custom scripting

● 2 years of experience deploying NICE

● Proficiency in NICE CXOne studio custom scripting and CXOne Automation Studio