End User Support - Consultant

Company: ARK Solutions, Inc.
Location: Lansing
Posted on: November 26, 2022

Job Description:

Role description:
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Lead and direct cross-functional technical and agency business teams to support complex agency contact center solutions. - Provide technical oversight and develops strong customer relationship and contact center business operations understanding.

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• Confident in a client facing role and possess the ability to manage multiple stakeholders.
  
• Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
  
• Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
  
• Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies' tickets.
  
• Act as a SME accessible by other team members to discuss and work through possible ways to achieve or a design a requested IVR enhancement.
  
• Builds Call flow designs, Chat and integration to backend systems using application program interfaces (API).
  
• Skills based routing design and implementation for voice, chat, and SMS contact center technology
  
• Works with the Architecture team to design, develop, and deploy APIs, consume APIs.
  
• Understand business requirements with the ability to translate to technical requirements
  
• Prepare design documents based on business requirements for the application development
  
• Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
  
  
  
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  • Keep up to date on vendor products and enhancements and use the information as needed to improve customer usage of our supported platforms.
    
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    Critical Skills:
    
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    • Ability to program in scripting languages such as JavaScript.
      
    • Ability to develop, maintain, and troubleshoot webservice API calls.
      
    • NICE CXone Studio experience. (Formerly inContact).
      
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      Desired Skills:
      
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      • Base knowledge of intersystem networking, and data traffic flow between components. -
        
      • Ability to troubleshoot Chrome and Edge issues when interacting with a Web based application.
        
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        Skills Matrix
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        - -Contact Center Development experience (NICE CXONE , Genesys Interaction Routing Designer, Amazon etc.., ) - 5+ years
        - -NICE CXone Studio experience - 2-3+ years
        - -Ability to program in scripting languages such as Javascript - 4+ years experience
        - -Ability to develop, maintain, and troubleshoot webservice API calls - 5+ years of experience
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Keywords: ARK Solutions, Inc., Lansing , End User Support - Consultant, Professions , Lansing, Michigan