System Programmer II at Konica Minolta Business Solutions U.S.A. in Ramsey, NJ
From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards. At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers. Position Objective The System Programmer II will be a key member of the Quality System Support (QSS) team which is responsible for strategic development, integration and maintenance of the Solution Support Division's (SSD) Operations and Systems providing advanced technical support for KMBS products and business solutions as well as performing analyst tasks driven to delivering an industry leading service platform. The QSS plays an integral role shaping the future vision for the Contact Support Center (CSC) which is integral to our national technical support program equipping our technical specialists and service communities with communications and analytics. These capabilities are a critical component in improving our relationship, providing a differentiated experience resulting in a competitive advantage to our dealers and internal branch service partners reducing the lifecycle of reported issues and increasing profits. The QSS partners closely with CRM, telephony, networking, desktop technology to support the Technical Service communities. Design custom workflows to route incoming phone calls to the Contact Support Center (CSC /national technical support hotline) based on types of product and specialist's skill levels. These workflows are developed in close collaboration with the Operations Management team. The System Programmer will participate in the development and support of the enterprises initiatives; consisting of design, coding, implementation, and testing of all tiers of the NICE inContact technology. Perform moves, adds, and changes to teams, skills, campaigns and agents. Identify capacity and performance issues to ensure uninterrupted service. Assist in the operational, strategic planning, and business continuity solutions. This position will be responsible for both technical and business tasks including determining and managing customer expectations and satisfaction, configuring NICE inContact products based on best practices and customer requirements, coordinating inter-departmental activities, resolving defects encountered during the QA cycle, supporting the production environment, and assisting other developers in a team environment utilizing agile development processes. Essential Job Functions o Work closely with the department Manager and the QSS Developers to determine best application flow and program design for incoming call flow projects o Build and maintain developed inContact workflows using specifications documented by the Project Manager or department operations managers. o Responsible for meeting deliverable dates as agreed upon during the project planning stage. o Assist with the overall planned delivery of assigned applications in collaboration with the project team. o Responsible for conceptually understanding the real-world business use of the applications and workflows within assigned projects o Responsible for developing testing scenarios for developed applications/workflows and for the delivery of production-quality solutions o Work on multiple-project schedules simultaneously, and with on-going production support on assigned projects/applications o Maintain and support applications/workflows after applications are introduced to the production environment, as assigned. o Responsible for staying current with the latest changes in the technology used in-house as well as maintaining a familiarity with new and emerging web technologies o Provide day-to-day support to the business and Subject Matter Experts (SMEs). o Analyzes change requests to determine feasibility in relation to existing business requirements, processes and data models. o Lead requirements gathering, developing use case documentation and partnering with business partners to deliver solutions. o Responsible for technical documentation, testing, supporting, and troubleshooting all contact center platform infrastructure and solutions. o Provide configuration and programming to address new business requests and support ongoing needs. o Provide business and technical analysis, business area assessment, user needs analysis and business systems design. o Maintain current Contact Center platform and push for new technologies/advancement in the Contact Center arena. o Maintain expertise and currency in industry leading contact center technologies. o Provide production support and individual or group training as necessary. o Analyze, build and modify call routing. o Will prepare and produce releases of software components to meet business requirements/needs. o Will support continuous improvements by investigating alternative technology and presenting these for consideration and review. o Supports users and assists in troubleshooting by developing documentation and self-help tools; document timely and detailed notes related to problem and troubleshooting progress in ticketing system. o Develop alerting tools to aid in efficiently troubleshooting errors/issues. o Manage and work with various infrastructure teams, vendors, and peers. o Develop LOEs for projects, perform risk analysis, and manage change control. o Conduct comprehensive cost/benefit analysis and prepare business cases for projects. o Present a professional image in conduct, attitude and attire. o Assist with the development of standards and evaluation of technology trends. o Manage time effectively working on one or more concurrent projects. o Attend meetings and training as required. o Follow established department procedures, policies, and processes. o Ability to work with sensitive information and keep that information confidential. Competencies (Knowledge, Skills and Abilities) 5
years' IT experience supporting Nice Incontact CxOne Knowledge of Nice inContact CXone:
Workforce Management (ACD, IVR, Auto Dialer, WFM, Studio, Engage, Interaction Analytics, POCs & Auto Attendant) Experience supporting next gen technologies and omni channel - voice, chat, SMS, email, social messaging and chatbot Strong understanding and experience designing complex call flows involving ACD, IVR, CTI, skills based routing, custom screen pops Hands-on administration of contact center security Experience with Remedy and Nice inContact's Maxx client Understanding of dispositioning, tags and ACW Experience developing and modifying inContact's Studio scripting tool Strong understanding of Contact Center analytics Knowledge of networking principles, including SIP, H.323, TCP/IP, VLAN's, and QOS NICE inContact CXone experience is a MUST Working knowledge of Object-Oriented Analysis / Object Oriented Design methodologies Hands-on experience developing procedures, functions, triggers, indexes, constraints, materialized views, etc. SQL, XML, HTML knowledge, C#, ASP.NET, VB.NET, .NET 4.0, Visual Basic, Windows Communication Framework Web Services Database design in Microsoft SQL Familiarity with project & software development life cycles Strong knowledge of Remedy, Service Now, MS Office, Visio Designs and delivers proof-of-concepts Working knowledge of unit testing Excellent problem-solving skills Ability to trouble-shoot and resolve application performance issues using debugging techniques Understanding of waterfall and Agile application design and development methodologies Familiarity with a Dev Ops model with experience with ITIL and automated testing tools Ability to recommend solutions, communicate benefits and successfully execute Understanding of business processes, project management/planning, time management Must be motivated and be able to contribute in fast paced environment while maintaining quality and performance Strong communication and interpersonal skills, High level of customer service, with a sense of responsibility, takes initiative and ownership, following up to closure Broad skills in various technologies; analysis, business optimization Desired personal profile:
analytical, inquisitive, service; team-oriented, friendly demeanor, early adapter Experience working in a CI/CD (Continuous integration and continuous delivery) environment Prior experience in PC and/or copier/printer service repair, A+, MCP is a plus Must be available to assist with any operations Experience, Educational Reqts and Certifications Certification or degree in Computer Science is preferred Microsoft knowledge Konica Minolta Offers:
Outstanding benefits package (including medical, dental, vision, life insurance) 401(k) plan with matching company contribution
Salary Range:
$100K -- $150K
Minimum Qualification
System & Network Administration, Software DevelopmentEstimated Salary: $20 to $28 per hour based on qualifications.
years' IT experience supporting Nice Incontact CxOne Knowledge of Nice inContact CXone:
Workforce Management (ACD, IVR, Auto Dialer, WFM, Studio, Engage, Interaction Analytics, POCs & Auto Attendant) Experience supporting next gen technologies and omni channel - voice, chat, SMS, email, social messaging and chatbot Strong understanding and experience designing complex call flows involving ACD, IVR, CTI, skills based routing, custom screen pops Hands-on administration of contact center security Experience with Remedy and Nice inContact's Maxx client Understanding of dispositioning, tags and ACW Experience developing and modifying inContact's Studio scripting tool Strong understanding of Contact Center analytics Knowledge of networking principles, including SIP, H.323, TCP/IP, VLAN's, and QOS NICE inContact CXone experience is a MUST Working knowledge of Object-Oriented Analysis / Object Oriented Design methodologies Hands-on experience developing procedures, functions, triggers, indexes, constraints, materialized views, etc. SQL, XML, HTML knowledge, C#, ASP.NET, VB.NET, .NET 4.0, Visual Basic, Windows Communication Framework Web Services Database design in Microsoft SQL Familiarity with project & software development life cycles Strong knowledge of Remedy, Service Now, MS Office, Visio Designs and delivers proof-of-concepts Working knowledge of unit testing Excellent problem-solving skills Ability to trouble-shoot and resolve application performance issues using debugging techniques Understanding of waterfall and Agile application design and development methodologies Familiarity with a Dev Ops model with experience with ITIL and automated testing tools Ability to recommend solutions, communicate benefits and successfully execute Understanding of business processes, project management/planning, time management Must be motivated and be able to contribute in fast paced environment while maintaining quality and performance Strong communication and interpersonal skills, High level of customer service, with a sense of responsibility, takes initiative and ownership, following up to closure Broad skills in various technologies; analysis, business optimization Desired personal profile:
analytical, inquisitive, service; team-oriented, friendly demeanor, early adapter Experience working in a CI/CD (Continuous integration and continuous delivery) environment Prior experience in PC and/or copier/printer service repair, A+, MCP is a plus Must be available to assist with any operations Experience, Educational Reqts and Certifications Certification or degree in Computer Science is preferred Microsoft knowledge Konica Minolta Offers:
Outstanding benefits package (including medical, dental, vision, life insurance) 401(k) plan with matching company contribution
Salary Range:
$100K -- $150K
Minimum Qualification
System & Network Administration, Software DevelopmentEstimated Salary: $20 to $28 per hour based on qualifications.
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