Job Summary

The ideal candidate will have extensive expertise in solution design, implementation, integration, troubleshooting, and migration of contact center environments. This role requires close collaboration with customers, Solution Architects, Project Managers, and technical teams to deliver end-to-end CCaaS implementations.

Key Responsibilities

Lead end-to-end implementation and deployment of NICE CXone solutions for enterprise customers. • Gather business and technical requirements and translate them into scalable CXone solutions. • Design and configure inbound, outbound, blended, and omnichannel contact center environments. • Develop and maintain CXone Studio scripts for IVR, routing, and business logic. • Configure ACD, Skills, Teams, Users, Security Profiles, Business Data, Routing Attributes, and Agent Profiles. • Implement Digital First Omnichannel channels such as Chat, Email, SMS, WhatsApp, and Social Messaging. • Configure Voice, Digital, and Omnichannel routing strategies. • Perform IVR design, call flow development, and advanced routing configurations. • Integrate CXone with CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow, etc.). • Implement and troubleshoot REST API integrations and web services. • Coordinate UAT, production deployment, and post-production support activities. • Conduct knowledge transfer sessions and technical workshops for customers. • Prepare solution documentation, implementation guides, and runbooks. • Perform root cause analysis and resolve complex implementation and production issues. • Collaborate with Solution Architects, Project Managers, Developers, Telecom Engineers, and Customer Success teams. • Mentor L1 and L2 engineers and provide technical guidance during project execution. • Participate in solution reviews and recommend best practices for optimization and scalability.

Skill Requirements

NICE CXone • NICE CXone Administration • Studio Script Development • Advanced ACD Configuration • Skill Management • Agent Configuration • Teams & Security Profiles • Business Data • Routing Attributes • IVR Design & Development • Omnichannel Routing • Outbound Dialer • Reporting & Analytics • Recording • Quality Management (QM) • Interaction Analytics (Preferred) • Digital First Omnichannel (DFO) Contact Center (CCaaS) • Contact Center Architecture • Omnichannel Customer Experience • Call Routing Strategies • Queue Management • Agent Productivity • Workforce Optimization concepts • High Availability and Disaster Recovery concepts Telephony • SIP • VoIP • PSTN • SBC fundamentals • Call Flow Analysis • Number Provisioning • Voice Quality Troubleshooting Integration Technologies • REST APIs • OAuth • JSON • XML • Webhooks • Postman • CRM Integrations • Middleware Integration concepts Databases & Scripting • SQL (Intermediate to Advanced) • PowerShell (Preferred) • Shell Scripting • Basic JavaScript (for Studio scripting enhancements) Required Skills • Strong solution design and implementation expertise. • Excellent customer-facing and consulting skills. • Ability to manage multiple implementation projects simultaneously. • Strong analytical and troubleshooting skills. • Experience in enterprise contact center transformation projects. • Excellent communication and presentation skills. • Ability to mentor junior engineers and lead technical discussions. • Strong documentation and technical writing skills. • Knowledge of Agile and Waterfall delivery methodologies.

Other Requirements