NiCE CXone Lead

Technology, Infrastructure, Contact Center, ContactCenter model Overview The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth. Responsibilities Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability Conduct code reviews, make changes to the codebase and maintain code repositories Implement test strategies, analyze results, and coordinate bug fixes to uphold the software quality standards Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects Your contribution to the team A collaborative spirit and excellent communication skills The ability to handle end to end SDLC phases from requirement gathering to implementation A knack for translating complex requirements into actionable development tasks A passion for design and hands-on coding experience A proactive approach to testing, troubleshooting, and refining our applications The ability to work with cross-functional teams and do software integration Required Skill and Experience 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 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 Preferred Skill and Experience 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 Additional Required Qualifications Bachelor’s degree or foreign equivalent required from an accredited institution. Consider three years of progressive experience in the specialty in lieu of every year of education This position may require relocation and/or travel to work/project location Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future Benefits Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits: Long-term/Short-term Disability Health and Dependent Care Reimbursement Accounts Insurance (Accident, Critical Illness, Hospital Indemnity, Legal) 401(k) plan and contributions dependent on salary level About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. EEO Infosys provides equal employment opportunities to applicants and employees without regard to race, color, sex, gender identity, sexual orientation, religious practices and observances, national origin, pregnancy, childbirth, or related medical conditions, status as a protected veteran or spouse/family member of a protected veteran, or disability. #J-18808-Ljbffr Infosys Limited