Contact Centre Domain Expert
NICE Systems
- Pune, Maharashtra
- Permanent
- Full-time
- Proven experience in managing ACD
- Expertise in designing call routing flows for both inbound and outbound
- Strong understanding of UC and CC
- Proficiency in VOIP systems and related protocols such as SIP, H323, H248, RTP, and SS7-ISUP.
- Solid understanding of network protocols, especially TCP/IP and WEBSOCKET, with a focus on failover and redundancy strategies.
- Manage and optimize the ACD (Automatic Call Distribution) system to ensure efficient distribution of incoming calls.
- Design, implement, and monitor call routing flows for both inbound and outbound calls.
- Collaborate with the IT and communications teams to ensure seamless UC (Unified Communications) and CC (Contact Center) operations.
- Oversee the implementation and management of VOIP systems, with proficiency in protocols including SIP, H323, H248, RTP, and SS7-ISUP.
- Ensure network security and efficiency through expertise in TCP/IP and WEBSOCKET protocols.
- Develop and maintain documentation for failover procedures, ensuring staff training and periodic testing of failover scenarios.
- Develop, enhance, and maintain contact center applications with an emphasis on routing functionality.
- Design, implement, and optimize routing algorithms to ensure efficient and effective call flows.
- Collaborate with cross-functional teams to understand business requirements and translate them into technical solutions.
- Perform system analysis, troubleshooting, and debugging to identify and resolve routing-related issues.
- Conduct regular performance monitoring and optimization of routing strategies to ensure optimal customer experiences.
- Maintain documentation, including technical specifications, system designs, and user manuals.
- Stay up-to-date with industry trends and emerging technologies in contact center routing and Java development, and apply them to enhance our systems.
- Participate in code reviews and provide constructive feedback to ensure high-quality code standards.
- Deliver high quality, sustainable, maintainable code
- Participate in reviewing design and code (pull requests) for other team members - again with a secure code focus
- Work as a member of an agile team responsible for product development and delivery
- Adhere to agile development principles while following and improving all aspects of the scrum process
- Follow established department procedures, policies, and processes.
- Adheres to the company Code of Ethics and CxOne policies and procedures.
- Excellent English and experience in working in international teams are required.
- BS or MS in Computer Science or related degree
- 12+ years' experience in software development
- Strong knowledge of Java, Spring boot or .NET ,C# experience
- Strong knowledge of working and developing Microservices.
- Experience with AWS Could on any technology (preferred are Kafka, EKS, Kubernetes)
- Extensive experience refactoring code and developing solutions with a minimum risk of regression
- Experience with Continuous Integration workflow and tooling (i.e. JIRA, Bamboo, Bitbucket)