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End User Support - Consultant

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

Job Description:

Role description:
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.

  • 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.

    • Keep up to date on vendor products and enhancements and use the information as needed to improve customer usage of our supported platforms.

      Critical Skills:

      • Ability to program in scripting languages such as JavaScript.
      • Ability to develop, maintain, and troubleshoot webservice API calls.
      • NICE CXone Studio experience. (Formerly inContact).

        Desired Skills:

        • 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.

          Skills Matrix
          - - -
          - -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

Keywords: ARK Solutions, Inc., Lansing , End User Support - Consultant, Professions , Lansing, Michigan

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