Contact Centre Engineer - NICE CXone

FinXL IT Professional Services; Melbourne; Presencial; AUD 100.000 - 140.000; Jornada completa

Descripción de la vacante

FinXL IT Professional Services is seeking multiple Contact Centre Engineers with strong NICE CXone experience to join a major migration program in Melbourne. You will lead technical delivery, design call flows, develop IVR apps, and integrate CRM systems, acting as the primary technical lead across client engagements and vendor partners.

The role requires 5+ years delivering enterprise contact centre solutions, deep CCaaS experience, and excellent stakeholder management.

Formación

• 5+ years delivering enterprise Contact Centre solutions.
• Expertise in core CCaaS platforms: NICE CXone, Genesys Cloud CX, Cisco Webex CC/UCCE, or Amazon Connect.
• Experience with Web Services, REST APIs, and CRM integrations (Salesforce, ServiceNow, MS Dynamics).
• Proven background in gathering business requirements, mapping call flows, and executing test plans.
• Strong communication and stakeholder management skills.

Responsabilidades

• Lead the technical deployment of enterprise contact centre platforms, including call flow designs, IVR application development, and API integrations with CRM and enterprise platforms.
• Collaborate with Solution Architects and Pre-Sales teams to scope customer requirements, build value propositions, and run live technical demonstrations.
• Serve as Technical Lead on complex project engagements, mentoring junior engineers and managing third-party vendor deliverables.
• Build and maintain integrations with CCaaS tools, CRM platforms (Salesforce, ServiceNow, MS Dynamics), and AI channels (chatbots, messaging APIs).
• Develop and execute end-to-end testing plans, coordinate cutovers, and provide 3rd-level technical escalations during post-implementation phases.

Conocimientos

Contact Centre solutions

CCaaS platforms

API integrations

CRM integrations

Stakeholder communication

Herramientas

Web Services

REST APIs

CRM integrations

Descripción del empleo

Contact Centre Engineer - NICE CXone - Multiple Positions

Overview

FinXL IT Professional Services is a leading IT consultancy that partners with clients to bridge the gap between business needs and technology capabilities. Since 2003, we've been delivering high-value ICT services across financial services, telecommunications, government, and enterprise sectors.

We are seeking multiple Contact Centre Engineers with strong NICE CXone experience to join a major program of work. This will focus on migrating a contact centre platform from on-premise Cisco Webex environment to NICE CXone. You will act as the primary technical lead across client engagements, PMO teams and vendor partners.

Key Responsibilities

• Solution Design & Technical Delivery: Lead the technical deployment of enterprise contact centre platforms, including call flow designs, IVR application development, and API integrations with CRM and enterprise platforms.
• Pre-Sales & Stakeholder Advisory: Collaborate with Solution Architects and Pre-Sales teams to scope customer requirements, build value propositions, and run live technical demonstrations.
• Technical Leadership: Serve as Technical Lead on complex project engagements, mentoring junior engineers and managing third-party vendor deliverables.
• Integrations & Customization: Build and maintain integrations with CCaaS tools, CRM platforms (Salesforce, ServiceNow, MS Dynamics), and AI channels (chatbots, messaging APIs).
• Testing & Operational Readiness: Develop and execute end-to-end testing plans, coordinate cutovers, and provide 3rd-level technical escalations during post-implementation phases.

Essential Experience & Skills

• 5+ years delivering enterprise Contact Centre solutions.
• CCaaS Platforms: Expertise in one or more core platforms: NICE CXone, Genesys Cloud CX, Cisco Webex CC / UCCE, or Amazon Connect.
• Integration Capabilities: Experience with Web Services, REST APIs, and CRM integrations (Salesforce, ServiceNow, MS Dynamics).
• Technical Documentation: Proven background in gathering business requirements, mapping call flows, and executing test plans.
• Communication: Strong communication and stakeholder management skills.