5+ years in a consultative customer-facing role within the CCaaS space
5+ years administering NiCE CXone Business Unit
5+ years of programmatic experience with APIs (REST, SOAP)
5+ years in CXone solution implementation and delivery
Proven experience in integration architecture and solution design
Familiarity with Cognigy, Omelia, and/or SmartReach is a plus
Ability to manage deliverables across multiple projects and meet deadlines
Responsibilities
Design and implement a scalable NiCE CXone MPower cloud-based Contact Center environment
Lead end-to-end architecture from pre-sales scoping to deployment
Specialize in integrations, IVR, routing logic, and Advanced AI technologies
Consult on solution design including call routing and omnichannel solutions
Oversee system integration and automation processes
Manage migration and deployment activities
Ensure governance and compliance with federal regulations
Benefits
Opportunity to lead innovative projects in a growing field
Collaborative work environment with a focus on professional development
Access to advanced technologies and tools
Engagement with diverse stakeholders and clients
Potential for career advancement within the organization
Full Job Description
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
I & 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
bility 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.
