Experience: 8–12+ Years
Remote Work Possibility: No
Role Summary
We are seeking an experienced NICE CXone Development Lead who can provide hands-on technical leadership, solution design, and delivery ownership on the NICE CXone platform.
The role requires deep expertise in CXone configuration, IVR/Studio development, Workforce Management (WFM), Workforce Engagement Management (WEM), integrations, and AI-enabled customer experience (CX) features. The candidate should be able to mentor teams and drive best practices across complex contact center implementations.
Key Responsibilities
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Own technical architecture, detailed design, and development on the NICE CXone platform.
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Act as a hands-on Subject Matter Expert (SME) and technical lead, contributing directly to configuration, scripting, and solution development.
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Design and deliver end-to-end CXone solutions, including:
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Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security.
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Collaborate with business stakeholders, architects, and delivery teams to understand requirements and design target-state solutions.
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Lead integration design and implementation, including CRM screen pops and REST API-based integrations.
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Conduct code and configuration reviews to ensure quality, maintainability, and security.
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Coach and mentor developers and provide technical guidance across the team.
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Contribute to architecture plans, estimates, and delivery timelines.
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Support change management and release initiatives related to CXone platform enhancements.
Must-Have Skills and Experience
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8+ years of experience in Contact Center as a Service (CCaaS) platforms, with a strong focus on NICE CXone.
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5+ years of hands-on experience with:
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NICE IVR/Studio scripting.
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Workforce Management (WFM) and Workforce Engagement Management (WEM).
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Reports and dashboards.
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JavaScript and scripting within CXone.
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Experience with CRM-embedded CXone agent functionality, screen pops, and customer journey integrations.
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2+ years of hands-on experience with REST API-based CRM integrations.
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Strong understanding of AI/ML capabilities within NICE CXone and AI-led customer experience use cases.
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NICE Advanced Certifications are preferred.
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Strong knowledge of Agile delivery methodologies, Jira, and Scrum.
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Excellent communication, documentation, and presentation skills.
Nice-to-Have Skills
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Experience with NICE Quality Management (QM).
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Exposure to large enterprise or multi-region CXone deployments.
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Experience working in high-availability and regulated environments.
Key Competencies
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Strong technical ownership and solution-oriented mindset.
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Ability to lead by hands-on example.
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Clear communication with technical and non-technical stakeholders.
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Quality-focused approach with strong design discipline.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
We are committed to providing reasonable accommodations to qualified applicants with disabilities and for sincerely held religious beliefs, as required by applicable law. Applicants who require a reasonable accommodation during the hiring process may request assistance.
Employment may be contingent upon the successful completion of job-related pre-employment screening, which may include background and reference checks and, where permitted by applicable law and applicable to the position, drug testing. All such screening will be conducted in accordance with applicable federal, state, and local laws.
