Technical Lead
$85k - $110kKaleidoscope Innovation, Inc.
If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.
Technical Lead
2 days ago Requisition ID: 1261
Salary Range: $85,000.00 To $110,000.00 Annually
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
Vacancy posted 3 days ago
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