Technical Lead

Technical Lead Job Description

Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox

Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.

Ensuring scalability, high availability, disaster recovery, and compliance in architecture

Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks

Support telephony integrations

Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.

Ensure adherence to best practices for performance, security, compliance, regulatory standards.

Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed

Drive AI/automation/analytics enhancements across the CX stack

Evaluate new features and roadmap updates to adopt in the environment

Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance

Continuous improvement by monitoring and measuring system performance, identify improvements (routing optimization, automation, analytics).

Optimize system performance and troubleshoot complex issues.

Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.

Liaison with client, provide consulting for cloud migration and CX transformation.

Implement best practices for code quality and maintainability.

Lead root cause analysis for platform issues and critical incidents