NICE CXone Technical Architect - Remote / Telecommute

CYNET SYSTEMS INC.
Fort Mill, United States of America
2 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Compensation
$ 135K

Job location

Remote
Fort Mill, United States of America

Tech stack

API
Amazon Web Services (AWS)
Cloud Computing
Computer Networks
ETL
Multi-Factor Authentication
Middleware
Routing
Systems Development Life Cycle
Salesforce
SQL Databases
Systems Integration
User Provisioning Software
WebRTC
Data Logging
Chatbots
Postman
Large Language Models
Software Application Programming
Generative AI
Information Technology
Front End Software Development
Api Design
Natural Language Understanding
Api Management

Job description

  • Architect, design, and maintain NICE InContact solutions.
  • Build and automate call center workflows, prompts, scripts, and call flows.
  • Ensure adherence to SDLC processes for development and deployment.
  • Develop and maintain APIs, middleware, and ETL jobs for integrations.
  • Monitor system health, troubleshoot issues, and optimize performance.
  • Implement observability, logging, and proactive alerting solutions.
  • Develop Click-to-Call and chat channel capabilities for omnichannel support.
  • Build applications such as Multi-Factor Authentication and Embedded Agent Workflows.

Requirements

  • Strong experience with NICE InContact platform including IVR, ACD, Skills, Campaigns, and Routing strategies.
  • Hands-on experience with Amazon Web Services (AWS).
  • Knowledge of WebRTC networking concepts and protocols for voice and video.
  • Experience with Salesforce and Dynamics integrations.
  • Expertise in API development, middleware, and ETL processes.
  • Experience with SQL databases and data modeling.
  • Strong understanding of SDLC processes and deployment activities.
  • Experience with Postman for API testing and validation.
  • Full-stack development experience with frontend and backend technologies.
  • Experience:
  • Experience in designing and maintaining contact center solutions.
  • Experience with Workforce Management (WFM), including scheduling, forecasting, and intraday adjustments.
  • Experience with Nexidia Speech Analytics implementation and optimization.
  • Experience in conversational AI and ASR tuning to improve customer experience.
  • Experience in automation for user provisioning, skill assignment, and policy management., * Familiarity with Quality Management tools such as Quality Central.
  • Knowledge of Natural Language Understanding (NLU) technologies, specifically Ophelia.
  • Exposure to Generative AI and Large Language Model (LLM) technologies.
  • Strong analytical, troubleshooting, and problem-solving skills.

Skills:

  • NICE InContact.
  • AWS Cloud Infrastructure.
  • WebRTC.
  • Salesforce Integration.
  • Dynamics Integration.
  • API Development.
  • ETL Development.
  • SQL and Data Modeling.
  • Postman.
  • Full-Stack Development.
  • Conversational AI.
  • Workforce Management (WFM).
  • Speech Analytics.

Qualification and Education:

  • Bachelor s degree in Computer Science, Information Technology, or related field.
  • Relevant certifications in AWS, NICE InContact, or cloud technologies are preferred.

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