Senior Call Center Engineer/Architect

We are looking for a highly experienced Senior Contact Center Engineer with deep expertise in NICE inContact or CXone to lead advanced contact center solutions' design, development, and support. This role is critical in enhancing customer engagement through innovative IVR flows, omnichannel integration, and automation. As we move towards Conversational AI, the contact center engineer will play a critical role in building our contact center platform of the future.

Location: LATAM 100% Remote. Working hours are based under the US Eastern Time Zone. 

About Us:

Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.

Job Functions, Essential Duties and Responsibilities 

• Technical experience with various Contact Center technologies including NICE CXone, IVR/ACD, 
  VoIP, Email, SMS, and Chat systems will be required.
• Key responsibilities include all tiers of the technology, including (but not limited to) design and 
  development of our products and features, unit testing, code reviews, resolving defects 
  encountered during the QA cycle, supporting the production environment, and assisting other 
  developers in a team environment utilizing agile or waterfall development processes.
• Recognized as an external and internal thought leader within CX transformation, Process 
  Automation, Digital Transformation, and Omnichannel technologies.
• Exercises wide latitude in determining objectives and approaches to engagements.
• Works on issues that impact design success, future concepts, and product offerings.
• Ability to mentor Software Engineers.
• Work as a member of the project team to enhance and improve software written in one or more of 
  the following languages: CXone Studio, C#
• Design and present projects to improve the current process and overall platform.
• Code and test projects.
• Deliver high-quality software on time.
• Attend meetings and training as required.
• Collaborate with Telecom as needed for testing, troubleshooting, etc.
• Provide technical analysis and troubleshooting for user and system related issues.
• Provide technical configuration and programming as required.
• Provide process, data and object modeling in a variety of application and database environments.
• Provide database design, development, and enhancement, as well as management and 
  coordination of changes to existing applications.
• Provide technical architecture leadership, analysis, design, development, and enhancement.
• Maintain expertise in industry leading contact center technologies.
• Provide technical analysis and troubleshooting for user and system related issues.
• Liaison with NICE CXOne technical support for platform related issues (i.e platform downtime, 
  software, bug fixes, etc.)
• Assist Contact Center Technology Team with building CXOne platform teams, skills, campaigns as 
  required.
• Provide support to the Contact Center Technology Team with design and enhancements.
• Create and execute call flow testing for all projects/enhancements and assists the business with 
  their testing efforts.
• Conduct quarterly user audits and support ongoing system audits/clean up processes.
• Contribute to business area assessment, user needs analysis and business systems design.
  

Experience, Skills, Knowledge Requirements 

• Bachelor’s degree in computer science, IT, or engineering preferred.
• 5 or more years’ experience in NICE CXone and UC environments.
• 3 or more years of software development, to include design, custom and common coding 
  (JavaScript, Python, Java, C#), and testing of real time systems.
• Experience with enterprise level CCaaS architecture for complex business needs.
• Network infrastructure experience.
• Experience creating and presenting to executive level stakeholders (technical and non- 
  technical).
• Desire to work in a fast-paced environment.
• Excellent customer-facing presentation skills with the ability to develop new solution pitches, 
  value propositions, and demo experiences.
• Existing knowledge and/or industry certifications for NICE CXone and process automation 
  technologies.
• Contact Center as a Service (CCaaS) software management and domain experience.
• NICE CXone and CXone Studio Experience.
• 1-3 years of .NET experience (C#, Web Services, etc.)
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs 
  and best practices of call centers and their operations.
• Engineering Services: experience in specialized technical & functional areas; deep 
  technical expertise around software engineering, programming languages, integration, and/or 
  databases.
• Skills around business analysis/call centers; experience in the KPIs and best practices of call 
  centers and their operations.
• Proficiency in Microsoft Office products i.e., Outlook, Word, Excel, PowerPoint and Visio.
• Strong technical, analytical, and problem-solving skills.
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
• Ability to establish and maintain strong working relationships with key internal associates and 
  partners.
• Self-motivated, attention to detail and excellent judgment skills.

What We Offer:

• Flexible working hours and remote work options.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to work on impactful projects with a talented team.
• Excellent compensation in USD.
• Hardware and software setup (mandatory).

Pre-Employment Verification

As part of our standard onboarding process, candidates who successfully complete the interview process and accept an employment offer will be required to complete an employment verification check, and background check. This process will confirm job titles and dates of employment with two previous employers and is a standard requirement for all new employees joining the company.