Full-Time NICE CX-One Lead Engineer

• Lead, design and implement NICE-based routing solutions.
• Develop secure and compliant IVR applications.
• Play a key role in the migration of legacy call center systems to modern omnichannel platforms.

• Serve confidently in a client-facing role, managing multiple stakeholders effectively.
• Coordinate and execute release planning, development, testing, and deployment of IVR enhancements across multiple agencies.
• Design and build call flows, chat solutions, and backend system integrations using APIs.
• Provide Subject Matter Expertise (SME) for NICE BU, contributing to solution design and optimizing network solutions.
• Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.
• Collaborate with the architecture team to design, develop, and integrate APIs.
• Translate business requirements into technical requirements, preparing design documents for application development.
• Provide troubleshooting support and technical assistance for scripting and system issues.
• Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems.
• Coordinate issue resolution and communication with technical teams.
• Review support tickets with agency leadership and oversee the resolution of support questions.
• Act as an SME, guiding team members in designing and achieving requested IVR enhancements.

• 5+ years of experience with NICE InContact and/or NICE CXone.
• 3+ years of experience scripting in NICE CXOne Studio.
• Strong conflict management skills.
• Excellent organizational communication skills.
• Proven ability to collaborate and work effectively in a team environment.
• Experience in creating contact center dashboards.
• Familiarity with Salesforce.
• Basic knowledge of intersystem networking and data traffic flow between components.
• Ability to troubleshoot end-to-end call center applications.

• Experience working with RESTful Webservices / APIs.
• Programming experience in any of the following languages: C#, C++, Java, JavaScript, or Python.

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