Contact Center Support Engineer

Job Requisition ID #23WD68752Position overviewAre you looking for an exciting job that allows you to explore and learn? Do you thrive in an environment where you can work on real, challenging issues? This is a contact center support engineer position within the Business Application Support and Engineering organization. The team is seeking an engineer with hands on experience working with various contact center platforms like NICE Incontact, Amazon connect, Salesforce voice etc. You will be working and supporting production landscape with Autodesk teams who manage the development of next Gen Global Voice platform. The position will encompass the day to day support of contact center platforms. This is a global position requiring the ability to work within IT, Sales and Customer Support. Our engineering culture will empower you to make effective decisions, work collaboratively, and take accountability for engineering projects at the core of the company.ResponsibilitiesDesign, Implement and Optimize call flows on the Nice CXone (formerly inContact)Support technical aspects of contact center solutions and services, including but not limited to inbound ACD/IVR, outbound dialer, omnichannel, recording, quality management, workforce managementTier 3/4 contact center incident escalationIdentification of chronic issues for problem managementMinimum QualificationsBachelor’s degree in Computer Science, related field, or equivalent industry experience required2 or more years of experience in a technical capacity, with direct hands-on delivery or configuration of Nice CXoneExperience with scripting, ACD configuration and outbound dialer configurationPassion for helping customers & exceeding customer expectationsExcellent interpersonal skills and ability to build effective relationships with staff at all levelsAbility to travel to other Endurance locations, as required#LI-DA1At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.Salary is one part of Autodesk’s competitive package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.