Description
Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to onsite three times per week.
The Role
In this role, you will be responsible for developing, architecting, and supporting Nice CXone voice systems to enhance our Contact Center voice technologies. As we transition from an on-premises solution to a cloud-based environment, your expertise will play a crucial role in ensuring a seamless and effective migration, optimizing performance, and delivering scalable, future-proof solutions for our voice operations.
What You'll Do
- Develop, architect, and support complex Nice CXone voice systems , including inContact Studio scripting, Adapters, Automation, AI, Natural Language Processing (NLP), and workforce management, for a large-scale distributed enterprise contact center.
- Design and implement large-scale voice integrations with Customer Relationship Management (CRM) systems, such as Salesforce.
- Collaborate with network engineers to ensure seamless integration with voice carriers, voice networking, Session Initiation Protocol (SIP), Session Border Controllers (SBC), and WebRTC, supporting large-scale enterprise contact center operations.
- Analyze and troubleshoot issues in cloud and hybrid multi-cloud environments, focusing on large-scale distributed contact center systems to maintain optimal performance.
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Additional Description
Your Skills & Abilities (Required Qualifications)
- Bachelor's degree in Computer Science, Engineering or related
- Seven (7) years experience in information technology developing and architecting highly available, complex, distributed, component-based, service-oriented, event-driven architecture solutions for an enterprise contact center.
- Five (5) years experience developing, architecting, and supporting complex Nice CXone voice systems including inContact Studio scripting, Adapters, Automation and AI, Natural Language Processing (NLP), and workforce management supporting large scale distributed enterprise contact centers.
- Experience with voice technologies that include voice carrier integration, voice networking, Session Initiation Protocol (SIP), Session Border Controllers (SBC), and WebRTC in support of large-scale enterprise contact centers.
- Experienced designing, developing, analyzing and troubleshooting large-
scale distributed contact center systems in the cloud as well as hybrid
multi-cloud environments. - Knowledge of general architectural patterns, technologies, and architecture management processes
- Experience developing, architecting, and supporting large scale complex
Custom Relationship Management systems such as Salesforce
This job may be eligible for relocation benefits.
About GM
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Why Join Us
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Diversity Information
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
Equal Employment Opportunity Statement (U.S.)
General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Accommodations (U.S. and Canada)
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