Senior NICE CXOne Engineer

Role Description

We are seeking a Senior NICE CXOne Engineer with strong expertise in contact center technologies and IVR development. This role requires working closely with clients and internal teams to design, implement, and enhance contact center solutions using the NICE CXOne platform. The ideal candidate will play a key role in designing IVR systems, integrating backend services, and ensuring reliable deployment of enhancements across multiple agencies.

• 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, including application servers, databases, and network infrastructure.
• Coordinate issue resolution and communication with technical teams in case of problems.
• Review support tickets with agency leadership and oversee the resolution of support questions related to agency tickets.
• Act as an SME, guiding team members in designing and achieving requested IVR enhancements.

Qualifications

• 5+ years of experience with NICE InContact and/or NICE CXone.
• 3+ years of experience scripting in NICE CXOne Studio.
• Strong conflict management skills with the ability to navigate and resolve issues.
• Excellent organizational communication skills, both written and verbal.
• 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, including issues in Chrome and Edge when interacting with web-based applications like Salesforce or Microsoft Dynamics.

Requirements

• Experience working with RESTful Web Services / APIs.
• Programming experience in C#, C++, Java, JavaScript, or Python.

Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.