CX Engineer

CX Engineer

Salary : Up to £48k

Hybrid Status: Mostly Remote 1-2 days in office a week

Our client is seeking a skilled CX Engineer with a strong background in modern contact centre technologies to support NICE CX One. Their ideal candidate will have at the minimum 5 years of experience in application development and a mind for improving solutions to customer engagement.

What you're responsible for:

• Designing, developing and implementing solutions using NICE CX one to further improve customer experience.
• Work together with cross- functional teams to improve the functionality of contact centre applications, including IVR systems, web and chatbots.
• Manage and use workforce management tools like NICE or Verint to optimise operations and improve workforce management.
• Incorporate AI solutions to enhance customer interaction and operational efficiency.
• Oversee CRM integrations including Salesforce, ServiceNow and SAP, to make sure you have unbroken data flow and improved customer service possibilities.
• Solve and fix technical issues relating to CX applications and infrastructure.

Qualifications:

• Minimum of 5 years' experience in application development within a contact centre environment.
• Strong understanding of CRM systems particularly Salesforce, ServiceNow and SAP.
• Experience in IVR Development and implementation.
• Knowledge of Web and chatbot development and integration.
• Experience with AI Technologies and their application in customer experience.
• Proficiency in NICE or other Workforce management platforms are a bonus.
• Having a familiarity with Genesys Pure Cloud is desirable.
• Experience with workforce management systems like NICE of Verint is desirable.
• Fluency in programming languages like JSON, Java, C# or Python is desirable.

To be considered, please ensure you complete your application on the Computappoint website.

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.