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Sr. Solution Engineer
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- Build and maintain IVR Call Flow and Skills based routing designs and implementation for complex contact center IVR solutions including voice, chat, email, and SMS contact center technology across 100+ projects.
- Coordinate and perform release planning, development, testing, releases on multiple IVR enhancements, and application program interfaces (API).
- Manage multiple NICE instances and provide Subject Matter Expertise (SME) input into solution IVR design, enhancements, and optimization for overall performance and features.
- Process and properly document support tickets (SNOW) and telephony vendor technical support site within defined service levels and oversee any support questions from other team members that might be working on related telephony tickets.
- Experience with NICE inContact cloud-based SaaS providers as a system administrator.
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