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NICE CXone Technical Lead

4 weeks ago

Lansing, Michigan, United States A-Line Staffing Solutions Full time

Job Title: NICE CXone Contact Center Engineer

Location: Hybrid – Remote

Job Type: W-2 based contract role

Rate: $60-$80/hour

Role Overview: We are seeking a skilled NICE CXone Contact Center Engineer to lead technical efforts and collaborate with cross-functional teams and business units to develop and support sophisticated contact center solutions.

Key Responsibilities:

  • Act as a confident client liaison, managing various stakeholders and their needs.
  • Oversee and coordinate release planning, development, testing, and deployment of IVR enhancements across multiple projects.
  • Design and implement call flow architectures, chat integrations, and backend system interfaces using APIs.
  • Serve as a Subject Matter Expert (SME) for NICE CXone, contributing to solution design and optimization.
  • Develop and implement skills-based routing for voice, chat, email, and SMS channels.
  • Collaborate with the Architecture team to design, develop, and deploy APIs, and effectively use them.
  • Translate business requirements into technical specifications and prepare detailed design documents.
  • Manage cloud-based SaaS/PaaS/IaaS environments, including application servers, databases, and networking infrastructure.
  • Communicate and resolve technical issues with various tech teams and oversee support ticket management.
  • Provide SME guidance to team members for designing and implementing IVR enhancements.

Essential Skills:

  • In-depth knowledge of NICE CXone, including ACD, IVR, Auto Dialer, OmniChannel, WFM, Studio, Interaction Analytics, and Auto Attendant (5+ years preferred).
  • Proficiency with NICE CXone Studio (3+ years preferred).
  • Strong programming skills in languages such as C#, C++, Java, JavaScript, and Python (4+ years preferred).
  • Experience in developing, maintaining, and troubleshooting web service API calls (5+ years preferred).