Technical Lead
Kaleidoscope Innovation
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 #J-18808-Ljbffr Kaleidoscope Innovation
Vacancy posted 4 days ago
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