Key Responsibilities
Lead the design development and deployment of NICE CXone solutions across voice and digital channels
Act as the primary technical authority for NICE CXone architecture and best practices
Provide technical guidance mentoring and codedesign reviews for CXone developers and engineers
Ensure solution scalability reliability and performance
Design and configure IVR Studio script ACD call flows Skills Routing strategies
Configure call recording reporting and realtime dashboards
Integration with CRM Rest API Middleware SatMetrix
Implement screen pops data dips and agent assist solutions
Design secure CXone architectures aligned with enterprise standards
Ensure compliance with data security privacy and regulatory requirements
Support high availability and disaster recovery strategies
Work closely with business product owners and operations teams to understand requirements
Translate business needs into technical solutions
Oversee deployments upgrades and platform enhancements
Optimize call flows and IVR performance based on analytics and customer behavior
Required Skills
Proven experience leading technical teams or acting as a technical owner
Strong problemsolving and analytical skills
Strong handson experience with NICE CXone Studio ACD IVR Omnichannel
Experience with IVA NLU speech recognition and bot integrations
Proficiency in REST APIs JSON and system integrations
Experience with CRM integrations Salesforce preferred
Knowledge of SIP telephony concepts call routing and contact center KPIs
Experience with reporting analytics and performance tuning
Working expertise in Satmetrix integration
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