Job Title: Technical Lead - NICE CXone Implementation

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Locations: New York, NY / Chicago IL / Atlanta GA (Hybrid) (REMOTE + TRAVEL ACCEPTED FOR THIS ROLE)

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Job Description

• Lead technical resources for NICE CXone implementations, ensuring smooth deployment and integration.
• Create detailed technical documentation, including designs based on specific business requirements.
• Take full ownership and responsibility for end-to-end (E2E) design of the CCaaS (Contact Center as a Service) architecture, covering key elements such as:
• Routing strategy
• ACD and IVR design
• API and data integrations
• AI solutions for improved automation and customer engagement
• Design and maintain reusable code libraries to promote efficiency in future development cycles.
• Advise on the testing strategy and provide crucial input into test plans to ensure the solutions meet business and technical needs.
• Oversee and estimate technical efforts throughout all phases of project execution, ensuring on-time and high-quality delivery.
• Drive the migration from legacy/on-prem contact center platforms to CCaaS platforms, providing expertise and hands-on guidance.

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Qualifications:

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Must Have Skills:

• 10+ years of experience in building and managing Contact Center technology stack.
• 5+ years of E2E experience designing and building NICE CXone platforms.
• Demonstrated success in migrating from on-prem contact center platforms to CCaaS platforms.
• Strong expertise in designing and implementing enterprise-level CCaaS architecture.
• Experience with Cloud Network infrastructure, ensuring reliability and scalability.
• Familiarity with AI-driven solutions and their role in enhancing customer experience within CCaaS.