NEWPosted 1 hour ago

Job ID: JOB_ID_9509

Job Summary – NICE CXone Lead/Architect

We are seeking a highly skilled and experienced NICE CXone Lead/Architect to design, implement, and lead contact center solutions on the NICE CXone platform. This role requires hands-on development experience and involves end-to-end ownership of CXone implementations, integrations, and optimizations. You will guide technical teams and collaborate with business stakeholders to deliver scalable, secure, and high-performance contact center solutions.

Key Responsibilities:

  • Lead the design, development, and deployment of NICE CXone solutions across voice and digital channels.
  • Act as the primary technical authority for NICE CXone architecture and best practices.
  • Provide technical guidance, mentoring, and code design reviews for CXone developers and engineers.
  • Ensure solution scalability, reliability, and performance.
  • Design and configure IVR Studio scripts, ACD call flows, and Skills Routing strategies.
  • Configure call recording, reporting, and real-time dashboards.
  • Manage integration with CRM, Rest API, Middleware, and SatMetrix.
  • Implement screen pops, data dips, and agent assist solutions.
  • Design secure CXone architectures aligned with enterprise standards.
  • Ensure compliance with data security, privacy, and regulatory requirements.
  • Support high availability and disaster recovery strategies.
  • Work closely with business product owners and operations teams to understand requirements.
  • Translate business needs into technical solutions.
  • Oversee deployments, upgrades, and platform enhancements.
  • Optimize call flows and IVR performance based on analytics and customer behavior.
  • Define end-to-end technical architecture for NICE CXone implementations.
  • Create architecture diagrams, technical blueprints, and design documents.
  • Establish CXone technical standards, best practices, and reusable patterns.
  • Review and approve complex Studio scripts and routing logic.
  • Architect screen pops, data dips, agent assist, and real-time data exchange.
  • Review telephony and SIP architectures for reliability and performance.
  • Create technical documentation, diagrams, and handoff materials.
  • Stay updated on Nice best practices and new features.
  • Provide technical leadership and mentorship to development and support teams.

Required Skills:

  • Proven experience leading technical teams or acting as a technical owner.
  • Strong problem-solving and analytical skills.
  • Strong hands-on experience with NICE CXone Studio, ACD, IVR, and Omnichannel.
  • Experience with IVA, NLU, speech recognition, and bot integrations.
  • Proficiency in REST APIs, JSON, and system integrations.
  • Experience with CRM integrations (Salesforce preferred).
  • Knowledge of SIP telephony concepts, call routing, and contact center KPIs.
  • Experience with reporting, analytics, and performance tuning.
  • Working expertise in Satmetrix integration.
  • Expert-level knowledge of NICE CXone architecture and core components.
  • Strong experience with IVR, call routing, and omnichannel design.
  • Hands-on experience with IVA, NLU, and conversational AI solutions.
  • Strong understanding of REST APIs, system integrations, and data flows.
  • Solid knowledge of contact center concepts, SIP telephony, KPIs, and call flows.
  • Experience with analytics, reporting, and CX optimization.
  • Proven experience designing large-scale enterprise contact center solutions.
  • Strong documentation, presentation, and stakeholder communication skills.
  • Ability to guide teams, make architectural decisions, and manage technical risks.

Preferred Skills:

  • NICE CXone certifications.
  • Experience in global or multi-region contact center deployments.
  • Experience in cloud contact center migration projects.
  • NICE CXone Architect or Advanced certifications.

Compensation & Location

Salary: $70 – $100 per year (Estimated)

Location: Remote

Recruiter / Company – Contact Information

Email: anpathanwork@gmail.com

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