Contact Centre Engineer

As Contact Centre Engineer, you will play a pivotal role in supporting our Professional Service function. You will engage early with clients to design and scope solutions through consultancy-led requirements capture. As the engagement transitions to our projects team, you will maintain oversight, contributing heavily to low-level design and providing ongoing quality assurance throughout the project lifecycle to ensure the delivery aligns with defined outcomes and best practices.

Working as part of a virtual project team the Engineer will be responsible for the design and technical assurance of the entire implementation life cycle to deliver the agreed solution seamlessly. This may include design, configuration, commissioning testing, sign off and final handover both with the client and internally.

The ideal candidate will have extensive experience in contact centre architecture, with a strong solutions focus. The following technical skills and experience are highly desirable:

Core Technical Experience:

• Proven experience in being able to capture clients requirements and solutionise them

• Be able to communicate and articulate the solution components with stakeholders of all levels

• Proven experience designing and building large-scale, enterprise-grade contact centres

• Hands-on experience with NICE CXone across the likes of:

• ACD and IVR configuration
• Digital First Omnichannel (DFO) - including email, live chat, and social messaging
• Advanced routing logic implementation
• CRM integration (e.g., Salesforce, ServiceNow!)
• Agent desktop customization
• Outbound dialling strategies and configuration
• In-app messaging / SDK integration
• Strong understanding of contact centre KPIs, operational reporting, and analytics

Desired NICE CXone Platform Expertise/Knowledge:

• NICE CXone ACD

• NICE CXone DFO (email, chat, social channels)

• NICE CXone Autopilot (voice + digital)

• NICE CXone Copilot

• NICE CXone Expert - AI-powered knowledge management

• Interaction Analytics, including Experience Optimizer (XO)

• Feedback Manager

Workforce & Quality Optimization:

• Workforce Management (WFM) - IEX

• Quality Management (QM)

• Speech and Interaction Analytics

• Experience implementing and supporting Workforce Optimization tooling

Operational Insight:

• Deep understanding of contact centre operations and the ability to translate business requirements into scalable technical solutions

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:

• 25 days annual leave (+ bank holidays) rising with tenure

• Quarterly Awards and Bonuses

• Flexible Working Policy

• Competitive pension scheme

• Access to Financial Wellness support

• Industry-leading home working and mobility technology

• Private Medical Insurance

• Company shares (available after One year tenure)

• Medicash (Cashback Scheme)

• Retail discounts via Medicash

• Access to EAP scheme for you and your household

• Vehicle lease salary sacrifice scheme (available after One year tenure)

• Cycle to Work Scheme

• Annual paid volunteering day

• Enhanced parental leave