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IVR Developer
expires on: June 1, 2023
LOCATION: remote/Minnesota
JOB #: 102096
JOB TYPE: Consulting
CATEGORY: Networking & Infrastructure
DURATION: 12+ months-likely extensions
CLIENT: healthcare

IVR Developer

• Responsible for the development and implementation of customers onto the NICE CXone platform, working closely with the business to determine customer contact center process and technical requirements and configure the vendor cloud platform on behalf of the customer and vendor.
• Create, maintain, and update CXone IVR scripts/code using CXone Studio
• Support the integration of CXone technology including screen-pops and omnichannel routing of voice, email and chat via web services.
• Vast understanding of Contact Center Operations including inbound voice (tollfree networks/SIP/IVR/ACD), digital channels including email/chat/SMS/social/AI, reporting, workforce management, contact center reporting, and analytics, leveraging APIs and integrations across the enterprise.
• Document and review the IVR design artifacts
• This position will focus on the development of CXone to include configuring agents, skills, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platform.
• This position serves in a lead implementation role, assisting and mentoring other implementation personnel.
• Works collaboratively on a daily scrum team with a scrum master, product owner, analysts, other developers, and testers to iteratively deliver functional code to production.
• Works with business customers, analysts, and team members to understand requirements.
• Determining third party or customer system (customer CRM, databases, service platforms) integration requirements and building integration services (API, URL calls, etc.)
• Provide customized training to ensure customers have a thorough understanding of these solutions.
• Trouble-shooting problems during the configuration or go-live stages of customer implementations.
• Implementation of NICE CXone advanced services (i.e., Personal Connection, Salesforce or other CRM integration, Chat, Attendant, etc.).
• The primary responsibility is to maintain and enhance our CXone implementations. The secondary responsibility is to work on general IT related tasks as needed.
• Administration & implementation tasks associated with implementing and maintaining our NICE / CXone solution. This includes the configuration, management, and enhancement of the system.
• Create, maintain, and update the CXone applications used for call and screen recordings including Central, QM, WFM, Reporting, and Speech Analytics.
• Analyzes, diagnoses, and resolves application problems related to NICE-InContact's contact center technology. Where necessary, work with the CXone team for follow-up and prompt resolution

Requirements and Qualifications:
• Strong background with NICE CXone implementations, including CRM integrations with external platforms
• 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
• Effective oral and written communication skills with the ability to interact with all levels of employees and customers
• Ability to collaborate across teams to ensure integration and development is completed (Application Development, IT Security, Business, etc.)
• Ability to solve multiple, complex issues and work multiple projects simultaneously
• Experience integrating business processes across disparate systems and multiple Salesforce instances using web services, SOAP, REST, XML, HTML and JavaScript
• Experience in working with tools like Visual Studio Code, Salesforce, Workbench etc.
• Knowledge about Out of The Box functionality and the ability to discern when to configure over code
• Experience with Scripting call flows, CXone user hub / Studio
• Knowledge, experience, and familiarity with Building REST APIs on Salesforce Platform.
• Strong time management skills, and ability to meet deadlines

Nice to Have:
• Bachelor’s degree
• Knowledge of agile, IT Service Management, and other development and support processes and methodologies.
• Understanding and experience working in a Health Care Company

Logisolve is committed to a policy of non-discrimination and equal opportunity for all persons regardless of race, sex, religion, age, creed, national origin or ancestry, marital status, sexual orientation, genetic information, pregnancy, retaliation disability or Vietnam era veteran status with regard to public assistance in employment, educational programs and activities. Logisolve will reasonably accommodate qualified individuals with a disability so they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation and/or if the accommodation creates an undue hardship to Logisolve. Logisolve complies with the Equal Pay Act. Contact the Human Resource department with any questions or requests for accommodation. Logisolve complies with all applicable federal, state, and municipal laws regarding non-discrimination and equality of opportunity, as well as equal pay. Inquiries or complaints maybe addressed to the Director of Human Resources, 600 Inwood Ave. N., Suite 275, Oakdale, MN 55128.
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