Senior CCaaS Engineer

TAG - The Aspen Group•AZ - Remote, AZ

7d•$115,000 - $135,000•Remote

About The Position

The Senior CCaaS engineer at The Aspen Group (TAG) is responsible for the technical management and hands-on support of the organization’s CCaaS platform and related integrated applications across more than 1,500 locations, including corporate offices, field offices, and data centers for Aspen Dental, WellNow, Chapter Aesthetics, Lovet, and ClearChoice. This role focuses on the requirement gathering, design, development, and maintenance of CCaaS communication flows supporting both external and internal callers. Additionally, the Senior CCaaS Engineer will support AI CCaaS integrations, ensuring seamless, efficient communication systems that align with business objectives, leveraging NiCE and RingCentral solutions for Contact Center as a Service (CCAAS) and Unified Communications as a Service (UCAAS).

Requirements

Bachelor’s degree in information technology, Telecommunications, or a related field in a large scale business environment.
5+ years NiCE CXone Scripting experience
5+ years business call center requirements gathering
3+ years of NiCE DFO (Digital First Omnichannel)
3+ years’ experience with integrating applications into Nice CXone
3+ years’ experience supporting call center reporting on Nice CXone
2+ Years other application development experience
Familiarity with cloud-based telecom solutions and their integration with IT systems.
Ability to learn new technologies as required

Nice To Haves

Energetic, results driven, and positive attitude
High desire/motivation.
High O365 ability
Independent- Ability to drive initiatives with low oversight, self-managing.
Highly collaborative
Critical thinker
Assertive work ethic
Ability to communicate effectively with non-technical stakeholders and translate business needs into technical requirements
Highly organized, and able to keep up in a fast-paced environment
Ability to multi-task as needed, and mono-task where appropriate
Self-accountable
Experience with ITIL or other IT service management frameworks.
Experience in a similar engineering role within a multi-location, multi-brand organization preferred.

Responsibilities

Participate as a member of a CCaaS team supporting business needs
Configure the TAG Nice platform to deliver business objectives, including creation, modification and development of scripts within the studio environment to support IVR and chat functions.
Implement system integration and API connections to achieve business objectives and operational efficiencies.
Engineer solutions to critical business problems, being the subject matter expert of CCaaS NiCE platform, features, and functionality
Represent the Telecomm Team to business stakeholders during both project and BAU work.
Develop, receive and confirm CCaaS needs and expectations in writing
Translate needs and expectations into action plans, including cost estimates and timelines
Develop signed off communication flows via NiCE Administration (scripting) and vendor engagement
Work with third party vendors on aligning needs and defining integration needs to internal and external applications
Design and develop automation solutions to enhance the TAG contact Center environment
Maintain all required documentation, including licensing and capacity management
Participate in afterhours and weekend work as needed
Act as a backup to peers
Highly accountable to oneself, to team members, and to clients.
Other duties as assigned
Assist in developing and executing contact center strategies that align with organizational goals and business operations.
Stay current with industry trends and emerging technologies, such as IVR, Digital, and AI, to enhance telecom capabilities and efficiency.
Manage Licensing to optimize TAG’s investment
Identify, and automate or operationalize routine needs to the TAG Service Desk when needed
Identify how to incorporate API connections to create smart routing within IVR and digital experiences
Collaborate with vendors to support the implementation and troubleshooting of telecom systems.
Assist with telecom budgeting, ensuring cost-effective solutions and resource optimization.
Ensure that telecom systems, including IVR, digital communications, and AI solutions, adhere to industry security standards and regulatory requirements.
Implement technical measures to protect telecom infrastructure from threats and ensure data integrity.
Support telecom projects involving IVR, digital communication, CCaaS features, and AI solutions, ensuring successful delivery within scope, time, and budget.
Collaborate with internal teams to define project objectives and technical deliverables.
Create documentation of assigned projects; including business required documentation, UAT, building summaries, and hyper care support.
Identify opportunities for optimizing telecom processes and implementing technology enhancements.
Promote innovation and automation to improve telecom system performance and efficiency.