Technical Lead

21 hours ago


New York, New York, United States Capgemini Full time

Job Description

As a Technical Lead for NICE CXone Implementation, you will be responsible for leading technical resources to ensure smooth deployment and integration of contact center solutions. Your expertise in designing and implementing enterprise-level CCaaS architecture will be crucial in driving the migration from legacy/on-prem contact center platforms to CCaaS platforms.

Key Responsibilities:

  • Lead technical resources for NICE CXone implementations, ensuring smooth deployment and integration.
  • Create detailed technical documentation, including designs based on specific business requirements.
  • Take full ownership and responsibility for end-to-end (E2E) design of the CCaaS architecture, covering key elements such as routing strategy, ACD and IVR design, API and data integrations, AI solutions for improved automation and customer engagement, and design and maintain reusable code libraries to promote efficiency in future development cycles.
  • Advise on the testing strategy and provide crucial input into test plans to ensure the solutions meet business and technical needs.
  • Oversee and estimate technical efforts throughout all phases of project execution, ensuring on-time and high-quality delivery.
  • Drive the migration from legacy/on-prem contact center platforms to CCaaS platforms, providing expertise and hands-on guidance.

Qualifications:

  • 10 years of experience in building and managing Contact Center technology stack.
  • 5 years of E2E experience designing and building NICE CXone platforms.
  • Demonstrated success in migrating from on-prem contact center platforms to CCaaS platforms.
  • Strong expertise in designing and implementing enterprise-level CCaaS architecture.
  • Experience with Cloud Network infrastructure, ensuring reliability and scalability.
  • Familiarity with AI-driven solutions and their role in enhancing customer experience within CCaaS.

Additional Responsibilities:

  • Collaborate with cross-functional teams, including business analysts, architects, and stakeholders, to align technical designs with business objectives.
  • Ensure comprehensive technical oversight, including risk management, issue resolution, and clear communication across all teams.
  • Maintain awareness of evolving trends within the CCaaS industry, leveraging your expertise to influence internal strategies and customer success.

Preferred Qualifications:

  • Experience leading change management and global or regional rollouts of contact center transformation projects.
  • A track record of working with external vendors (e.g., Genesys, Avaya, NICE CXone) to drive large-scale implementations.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.


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