CX One Solution Engineer

About the role

The CXOne DFO Solution engineer is responsible for design, development, implementation, and serviceability. This role requires proven attention to detail, processes, and an engineering discipline of complex production enterprise environments.

Key responsibilities

• 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, develop, and implement CXOne DFO solutions
• Ensure serviceability of implemented solutions

About you

• Minimum of 3 years of experience in a Technical/Service role in software, telecommunications, or contact center
• Minimum of 1 year of experience working in Nice CXone Studio
• Experience with Nice CXone Studio DFO channels (Chat, SMS, Email, Social Messaging, and Chatbot)
• Working knowledge of RESTful / SOAP API and Object-Oriented Analysis / Object-Oriented Design methodologies
• Integration knowledge of Nice CXOne supported systems such as Microsoft Dynamics and Amelia
• 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
• Excellent communication and collaboration skills; ability to effectively communicate across all levels
• Experience in understanding and communicating technical concepts to a non-technical audience
• Strong background with NICE CXOne implementations including ACD, IVR, WFM, and integrations with external platforms
• Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations
• Bachelor's degree or equivalent work experience recommended