Core Responsibilities Bridge Business requirements and technical realities by designing and implementing a scalable NiCE CXone MPower cloud-based Contact Center (CCaaS - Contact Center as a Service ) environment. Lead end-to-end architecture, from pre-sales scoping to deployment, specializing in integrations, IVR, routing logic, and Advanced AI technologies.
Core responsibilities include but are not limited to:
- Solution Design including call routing, omnichannel solution, and WFM.
- Pre-Sales & Consulting
- System Integration
- AI & Automation
- Migration & Deployment
- Governance (Federal compliance)
Core to this role is a can-do attitude able to provide expert consulting, build out a BU, architect/lead an implementation, and roll up the sleeves to perform adminstrative work.
Experience - 5+ years of hands-on experience in a consultative customer-facing role within the CCaaS space.
- 5+ years of experience administrating NiCE CXone BU
- 5+ programmatic experience with API's (REST, SOAP), authentication (OAuth, JWT)
- 5+ years in CXone solution implementation and delivery.
- Prove experience in integration architecture and solution design
- Experience with Cognigy, Omelia, and/or SmartReach is a plus
- Ability to manage deliverables across multiple projects and meet deadlines
Skills and Certs - NCDP (NiCE Certified Development Professional), NCIE (NiCE Certified, Implementation Engineer)
- Deep Knowledge of the NiCE CXone MPower platform, CXone studio scripting, ACD configuration, and SIP/Telephony architecture.
- Proficiency with API's (REST, SOAP), authentication (OAuth, JWT - Jason Web Token), and event-driven architectures.
- Stakeholder management, ability to transfer complex technical concepts to business leaders, and strong technical writing capabilities.
- Prepare and deliver presentations to clients and stakeholders in the form of solution approaches, impact assessments, and demonstrations.
- Familiarity with AI, National Language Processing (NLP/NLU) solutions is higly preferred.
- Provide technical architecture leadership, analysis, design, development, and enhancement.
