Solution Architect

October 19

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OS-Cubed, Inc.

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.NET development • Microsoft Certified • technical support • dotNetNuke experts • SQL Server experts

2 - 10

Description

• Assist with the development of formal Call Center technology strategies, roadmaps, and proposals • Develop and maintain expert understanding of all appropriate applications and products. • Provide technical guidance and advice on all pertinent technologies. • Perform advanced technical presentations for infrastructure and business stakeholders. • Develop advanced system configurations and implementations in response to customer needs and requirements. • Actively participate as a SME for certain products and technologies, providing consultative support to other Engineers in their area of specialization. • Provide direct support for the technical aspects of RFI’s, RFQ’s and RFP’s. • Manage all customer feature requests including documentation of customer requirements, prioritization of all customer requests, and driving development of key features with the vendor team. • Responsible for continued education on the platform and underlying technologies. • Provide technical leadership to the business team. • Teach other members of the team and act as a mentor as required. • Implement and support features of the Nice CCaaS (Call Center as a Service) platform

Requirements

• 8+ years experience in customer service technologies • Knowledge and demonstrated operating experience in the Nice software platform including Workforce Management software (WFM) • SMS text integration • Real time chat integration • Call quality scoring • Omni channel routing

Benefits

• health insurance • pre-tax spending accounts • retirement benefits • paid time off • short-term and long-term disability • employee stock purchase plan • life insurance