US_East | DATA ARCHITECT / DATA OFFICER_L3

NICE CXone Development Lead / Technical Lead

Cincinnati, OH

NICE CXone Platform Development & Configuration

IVR / Studio Scripting & Omnichannel Workflows

WFM / WEM, Reporting & Dashboards

REST API & CRM Integrations

AI-Enabled Customer Experience Solutions

Job Summary:

We are seeking an experienced NICE CXone Development Lead / Technical Lead with 8+ years of contact center technology experience and strong expertise in NICE CXone. This role requires hands-on technical leadership, solution architecture, development, integration design, and delivery ownership across complex contact center implementations. The ideal candidate will provide technical direction, mentor development teams, and drive best practices while delivering scalable, secure, and high-performing customer experience solutions.

Key Responsibilities:

• Own the technical architecture, detailed design, and development of NICE CXone solutions.
• Serve as a hands-on Subject Matter Expert (SME) and technical lead for platform configuration, scripting, and implementation.
• Design and implement end-to-end CXone solutions, including:
• IVR and Studio call flows
• Omnichannel workflows
• CRM-embedded agent experiences
• Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security.
• Collaborate with business stakeholders, architects, and delivery teams to gather requirements and design target-state solutions.
• Lead integration design and implementation, including CRM screen pops and REST-based integrations.
• Conduct code and configuration reviews to ensure quality, maintainability, and security standards.
• Mentor and guide developers, providing technical leadership across project teams.
• Contribute to architecture planning, project estimation, and delivery timelines.
• Support release management and platform enhancement initiatives.

Required Qualifications:

• 8+ years of experience working with CCaaS platforms, with a strong focus on NICE CXone.
• 5+ years of hands-on experience with:
• NICE IVR / Studio scripting
• Workforce Management (WFM) and Workforce Engagement Management (WEM)
• Reporting and dashboard development
• JavaScript and CXone scripting
• Experience with CRM-embedded CXone Agent, screen pops, and customer journey integrations.
• 2+ years of experience designing and implementing REST API-based CRM integrations.
• Strong understanding of AI/ML capabilities within NICE CXone and AI-driven customer experience use cases.
• NICE Advanced Certifications preferred.
• Experience working in Agile environments using Jira and Scrum methodologies.
• Excellent communication, documentation, and presentation skills.

Preferred Qualifications:

• Experience with NICE Quality Management (QM).
• Exposure to large-scale enterprise or multi-region CXone implementations.
• Experience supporting highly available and regulated environments.

Key Competencies:

• Strong technical leadership and ownership.
• Solution-oriented mindset with hands-on execution capabilities.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong focus on quality, scalability, and design best practices.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.