CX Engineer in City of London, London

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.