End User Support - Consultant
Company: ARK Solutions, Inc.
Posted on: November 26, 2022
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
- 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
- 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
- Ability to program in scripting languages such as
- Ability to develop, maintain, and troubleshoot webservice API
- NICE CXone Studio experience. (Formerly inContact).
- 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.
- - -
- -Contact Center Development experience (NICE CXONE , Genesys
Interaction Routing Designer, Amazon etc.., ) - 5+ years
- -NICE CXone Studio experience - 2-3+ years
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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