Senior Contact Center Solutions Engineer

About

Ascensus is a leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

Job Summary

We are seeking a seasoned Senior Contact Center Solutions Engineer with extensive experience in NICE inContact or CXone. This pivotal role focuses on designing, developing, and supporting advanced contact center solutions to enhance customer engagement through innovative IVR flows, omnichannel integrations, and automation.

Key Responsibilities

• Design, develop, and maintain NICE inContact or CXone Studio scripts and call flows.
• Create custom scripts and integrations using NICE CXOne Studio, emphasizing integrations with Salesforce, Microsoft Dynamics, and third-party systems via APIs.
• Lead the implementation and support of Contact Center as a Service (CCaaS) solutions.
• Enhance technical standards for development, including coding standards and best practices.
• Conduct thorough testing and validation to ensure performance, scalability, and reliability of the platform.
• Provide Tier 3 support and serve as a subject matter expert for NICE inContact technologies.
• Collaborate with internal and external stakeholders to translate business needs into scalable solutions.
• Monitor system performance, troubleshoot issues, and maintain high availability.
• Maintain documentation, standard operating procedures (SOPs), and training materials for internal teams.
• Stay abreast of emerging technologies and recommend enhancements to improve the contact center experience.
• Engage in code reviews, testing, and continuous integration processes.
• Assist in estimating and planning throughout the software development lifecycle.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 5+ years of experience in contact center technologies, with at least 3 years in scripting and implementing advanced call routing using NICE inContact or CXone Studio.
• Solid software engineering background in C#, Java, or JavaScript.
• Strong understanding of CCaaS platforms and omnichannel contact center operations.
• Familiarity with CTI integrations and CRM platforms.
• Exceptional problem-solving, communication, and project management skills.
• NICE inContact or CXone certifications.
• Experience implementing AI features in an enterprise environment.
• Proficiency in engaging in design discussions with both technical and non-technical audiences.
• Familiarity with Agile engineering practices (test-driven development, continuous integration, pair programming, etc.).
• Experience in Agile/Scrum development.

Preferred Qualifications

• Experience with other CCaaS platforms (e.g., Genesys, Five9, Amazon Connect).
• Knowledge of cloud platforms (AWS, Azure).

Salary

The national average salary range for this role is $130-150k in base pay, exclusive of any bonuses and benefits. This base salary range represents the low and high end of the salary range for this position. Actual salary offered will vary and may be above or below the range based on various factors including but not limited to location, experience, performance, and internal pay alignment.

Benefits

• 401(k) match
• Medical insurance
• Dental insurance
• Vision insurance
• Paid-Time-Off

Additional Information

For all virtual remote positions, we require an uninterrupted virtual work space to ensure associates can effectively perform their job duties without distractions. Additionally, there is an expectation of family care being in place during business hours. An internet speed requirement of 25 MBps or better for individual use is necessary. If multiple individuals are using the same internet connection, a stronger connection is recommended. Please ensure that you meet these expectations before applying.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex (including pregnancy, childbirth, breastfeeding, and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record, or any other protected category in accordance with applicable federal, state, or local laws.