·      Bachelor’s Degree in computer science, Engineering or related field, or equivalent experience

·      7+ years of experience working with technology solutions in IT industry.

·      5+ years of experience supporting NICE inContact (CXone) Contact Center solution.

·      Strong experience with ACD, skill-based routing, call recording/screen recording, speech analytics, IVR, chat, text email and workforce management (WFM)

·      Solid understanding of call flows, scripting, and design within CXone Studio

·      2+ years of experience working on common programming such as JavaScript/Node, Python, Java, .Net, Angular or equivalent technology.

·      4+ years of experience with Agile delivery methodologies (i.e., Scrum, Kanban)

·      Experience leading Software Development Lifecycle (SDLC) practices

·      Provide expert level technical support to resolve issues, working with end users, SMEs, sub-contractors, and vendors.

·      Experience effectively partnering with managers and key stakeholders.

·      Fluent in written and verbal communication in English