NICE CXone SME / Technical Lead / Architect

Remote • Posted 22 hours ago • Updated 22 hours ago

Contract W2

Contract Independent

Contract Corp To Corp

No Travel Required

Able to Sponsor

Remote

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

NICE CXone SME
CCaaS
IVR scripting
WFM
ACD routing
AWS

Summary

Job Title: NICE CXone SME / Technical Lead / Architect
Location: Remote
Employment: W2 or C2C

Job Summary:
We are seeking a NICE CXone SME / Technical Architect with strong hands-on experience in ACD, IVR, WFM, and QA. The role is responsible for designing, configuring, and optimizing the NICE CXone platform, supporting contact center operations, and leading technical implementations and integrations.

Key Responsibilities:

Configure and manage NICE CXone ACD, IVR, Omni-channel routing (voice, chat, email, SMS)
Maintain WFM forecasting, staffing models, and QA scorecards/forms
Develop and manage NICE Studio scripts and IVR prompts
Manage agent administration, roles, teams, and system access
Troubleshoot telephony, trunking, and carrier connectivity issues
Integrate CXone with CRM systems (Salesforce, ServiceNow, etc.) and analytics tools
Support releases, UAT, and production deployments

Required Skills:

5+ years Contact Center / CCaaS experience
2+ years hands-on NICE CXone experience
Strong knowledge of ACD routing, IVR scripting, WFM, and QA
Experience with CXone Studio, Omni-channel routing, and contact center integrations

Preferred Skills:

NICE CXone certifications
Salesforce / ServiceNow integrations
Cloud exposure (AWS or Azure)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10120317
Position Id: 8910034
Posted 22 hours ago

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