Omnichannel Engineer
About The Position
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures. This position requires on-site work at our client locations in Santa Monica, California; or San Antonio, Texas; or Hollywood, Florida, United States. Job Summary: Concentrix is on the lookout for a dynamic Omnichannel Engineer. This role is pivotal in managing the NICE CXone omnichannel telephony and digital messaging channels to support global operations for our client. As a CCaaS professional, you will be responsible for designing, developing, and implementing Studio Scripts and contact flows. Your work will ensure seamless and intuitive call and digital messaging flows, enhancing customer support experiences. Key responsibilities include maintaining NICE CXone administration, supporting IVR systems, and developing optimized customer journeys. You will also document system scripts and contact flows to ensure business continuity, keeping up with the latest NICE CXone updates and releases. Collaboration is crucial in this role. You will work closely with teams such as Viewer Experience Operations, BPO Vendor Management, Program Management, and more to strategize and scale the IVR and digital channels aligned with product launches and projects.
Requirements
- Bachelor's degree or equivalent in computer science, IT, or related field.
- 3+ years in IVR and digital messaging system design and implementation.
- 2+ years supporting NICE CCaaS tools.
- Strong background in telecommunications, VoIP, and SIP technologies.
- Proficient in scripting languages and database integration.
- Excellent communication skills, problem-solving, and analytical abilities.
Nice To Haves
- Certifications in IVR and digital messaging platforms.
- Experience with JavaScript, Python, and Agile methodologies.
- Familiarity with Intelligent Virtual Assistant design and implementation.
Responsibilities
- Design and implement telephony IVR and digital messaging scripts to align with business goals.
- Provide day-to-day and emergency support for NICE CXone, ensuring optimal performance.
- Gather and configure requirements from stakeholders to enhance IVR and digital channel experiences.
- Monitor system performance and recommend improvements using data insights.
- Manage NICE product releases, ensuring business continuity and staying updated on new features.
- Administer system documentation and perform compliance and security reviews.
- Support integrations with third-party tools like Salesforce within REST API architecture.
Benefits
- Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
