CX Engineer

Location: London/ Remote

Salary: up to £48,000

Overview:

We are seeking a skilled CX Engineer with a strong background in modern contact centre technologies to support NICE XC One. The ideal candidate will have at least 5 years of experience in application development and a passion for improving customer engagement.

Key Responsibilities:

• Design, develop, and implement solutions using NICE CX One to optimize customer experience.
• Collaborate with cross-functional teams to enhance the functionality of contact centre applications, including IVR systems, web, and chatbots.
• Leverage knowledge of modern CC platforms to support integration and performance improvements.
• Utilize workforce management tools such as NICE or Verint to streamline operations and enhance workforce management.
• Integrate AI solutions to improve customer interactions and operational efficiency.
• Manage CRM integrations, including Salesforce, ServiceNow, and SAP, to ensure seamless data flow and enhance customer service capabilities.
• Troubleshoot and resolve technical issues related to CX applications and infrastructure.
• Stay current with industry trends and advancements in contact centre technologies.

Qualifications:

• Relevant experience in application development within a contact centre environment.
• Proficiency with NICE or other WFM platforms is a plus.
• Familiarity with Genesys Pure Cloud is a plus.
• Experience with IVR development and implementation.
• Knowledge of web and chatbot development and integration.
• Experience with AI technologies and their application in customer experience.
• Strong understanding of CRM systems, particularly Salesforce, ServiceNow, and SAP.
• Experience with workforce management systems, specifically NCE or Verint, is a plus.
• Fluency in programming languages such as Java, JSON, C#, and Python is a plus.
• Strong problem-solving skills and ability to work collaboratively in a fast-paced environment.
• Excellent communication and interpersonal skills.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.