NICE CXone / Contact Center Solution Lead

Location: Fort Mill, SC

Long-Term Contract Role

Job Description:

Key Skills:

NICE CXone (ACD, IVR, Studio, WEM, QM)

Conversational AI.

NICE Studio scripting & Call Flow Design.

NLU integration (Dialogflow, Lex, LUIS)

Telephony protocols (SIP, VoIP, WebRTC)

Good to Have:

Experience with omnichannel contact center solutions

Familiarity with Co-Pilot and Autopilot features

Exposure to cloud platforms (AWS, Azure)

Knowledge of customer sentiment analysis

Key Responsibilities:

1. Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components

2. Develop and maintain skill-based routing, IVR logic, and omnichannel workflows

3. Integrate NLU platforms with IVR and agent assist tools to enable conversational AI capabilities

4. Design solutions around NICE CXone.

5. Interact with client technical stakeholders to analyse and propose technical option suitable for the long-term solution.

6. Understand client business requirements, plan technical execution by understanding technical dependencies.

7. Work with dev leads and address core issues related to performance, security, scalability etc.

8. Coordinate and collaborate to implementat Omni channel related tasks and cloud migration.

9. Design efficient agent desktop by integrating with underlying systems.

10. Collaborate with UI/UX and conversation design teams to develop relevant solutions as needed.

11. Ability to oversee entire contact center solution by understanding dependencies on data, API, reporting, KPIs and high level delivery

12. Coach and mentor junior developers and other team members.

13. Conduct code reviews to ensure code quality, maintainability, and security.

Required Skills:

• Must Have 8+ years of experience in leading CCaaS platform such as NICE CXONE(ACD, IVR, Studio, WEM, QM).
• Optional : 3+years of hands-on development background with java/springboot/APIs
• Optional : 3+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
• Must have knowledge of key cloud platforms such as AWS
• Must have thorough understanding of Telephony protocols and architecture
• Must have experience of at least 2 big projects migrating from on-prem to CCaaS
• Must have through understanding of security mechanism, voice bio, masking etc.
• Must Have Deep knowledge of NICE CXone platform (ACD, IVR, Studio, WEM, QM)
• Proficiency in NICE Studio scripting and call flow development
• Experience with NLU platforms (e.g., Dialogflow, Lex, LUIS) and AI integration
• Strong understanding of SIP, VoIP, WebRTC, and telephony protocols
• Familiarity with OAuth, OpenID Connect, and secure API practices
• Experience with RPA tools (e.g., UiPath, Automation Anywhere)
• Strong analytical skills and experience with BI tools and SQL
• Conversant with leading AI modules and how those are linked with CCaaS tools
• 2+ years of hands on experience with Gen AI tools like Kore.AI, Nuance, Microsoft CoPilot
• Must have advance certification like NICE CXone, Nexedia, Autopilot, Digital Channel
• NICE CXOne Mpower ACD
• Experience with QM and Workforce Management
• Knowledge of AI tools