Description

The Contact Center Technology Specialist serves as the technical subject matter expert for Tyler's client experience and contact center platforms, with a primary focus on NICE CXone administration, configuration, and operational optimization, as well as integrations and automation.

This role partners closely with Client Experience, Support, and other IT teams to translate business requirements into scalable technical solutions. The Contact Center Technology Specialist designs and supports system integrations, configures contact center workflows, implements platform enhancements, and ensures reliable, secure, and efficient operation of customer engagement technologies.

Success in this role requires strong technical expertise, systems thinking, problem-solving skills, and the ability to collaborate effectively with business stakeholders to improve client and employee experience.
Responsibilities

• Configure and maintain NICE CXone capabilities including IVR, ACD, routing strategies, digital channels, workforce optimization, quality management, and reporting.
• Implement and maintain CXone Studio scripts, workflows, automation, and AI-driven customer engagement capabilities.
• Manage platform releases, upgrades, testing, and production deployments.
• Design, develop, and support integrations between NICE CXone and enterprise systems including CRM, case management, identity management, and analytics platforms.
• Develop and maintain API-based integrations, middleware solutions, web services, and data exchanges.
• Troubleshoot integration failures, performance issues, and data flow problems across interconnected systems.
• Collaborate with development teams to define technical requirements and integration patterns.
• Create technical designs, process flows, integration diagrams, and solution documentation.
• Evaluate platform capabilities and recommend technical solutions that improve operational efficiency and client experience.
• Participate in architecture reviews and ensure solutions align with enterprise standards.
• Monitor platform health, system performance, reliability, and usage metrics.
• Identify opportunities for automation and process improvement.
• Support incident resolution and root cause analysis for client experience applications.

Scope and Impact (Accountability)

The Contact Center Technology Specialist serves as the technical lead and subject matter expert for customer experience technologies. The role is accountable for technical design, platform configuration, integrations, operational support, and continuous improvement of contact center solutions.

The Contact Center Technology Specialist partners with business stakeholders to understand operational needs and recommend technical solutions but is not responsible for product strategy, roadmap ownership, or portfolio prioritization.

Complexity

The Contact Center Architect must be able to:

• Stay up-to-date on industry trends, emerging technologies, and best practices related to contact center solutions and the NICE CXone platform.
• Develop integrations between product solutions.
• Maintain system security and compliance.
• Ensure that our solutions align with the needs of the business.
• Deliver and execute on complex projects spanning weeks to years.
• Initiate, implement, and manage improvements in all areas of IT responsibility.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• 3 or more years' experience as a Contact Center Technology Specialist, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
• 3 or more years' experience in NICE CXone and UC environments.
• 3 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C#), and testing of real time systems.
• Contact Center as a Service (CCaaS) software management and domain experience.
• Experience with enterprise-level CCaaS architecture for complex business needs.
• Existing knowledge and/or industry certifications for NICE CXone and process automation technologies
• NICE CXone and CXone Studio Experience
• Experience configuring routing, IVR, digital channels, reporting, and workforce optimization tools.
• Experience designing and supporting API integrations and web services.
• Experience troubleshooting complex production systems.
• Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
• Proficiency in Microsoft Office products i.e., Outlook, Word, Excel, PowerPoint and Visio.
• Strong technical, analytical, and problem-solving skills.
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
• Ability to establish and maintain strong working relationships with key internal associates and partners.
• Experience designing and supporting system integrations using APIs and web services.
• Experience translating business requirements into technical solution designs and specifications.
• Self-motivated, attention to detail and excellent decision-making skills.