Contact Centre Engineer (NICE CXone) *Multiple Positions*

FinXL Professional Services Pty; Sydney; Hybrid; AUD 110,000 - 160,000; Full time

Job summary

FinXL IT Professional Services Pty seeks Senior Contact Centre Engineers to join a major enterprise migration program in Sydney. You will migrate from Webex to NICE CXone, lead design and integration efforts, and collaborate with architects and PMO. Strong NICE CXone and contact centre experience are essential.

You will work across pre-sales, project teams and vendors, guiding others as a Technical Lead and ensuring end-to-end delivery during migration and testing phases.

Qualifications

• Contact centre experience delivering technical solutions in modern environments.
• NICE CXone expertise configuring, deploying and migrating contact centre solutions.
• Exposure to legacy migrations; Webex Contact Centre experience is advantageous.
• Strong call flow design, documentation, and Web Services/API development.
• Ability to develop test plans, execute tests and document results.
• Deep understanding of contact centre operations, including WFM and reporting.

Responsibilities

• Lead technical design, configuration and implementation for migration to NICE CXone.
• Provide technical leadership, guiding junior engineers and vendor resources.
• Gather business requirements, produce documentation, and design call flows.
• Develop and manage Web Services and API integrations; test plans and cases.
• Collaborate with Pre-sales, Solution Architects, PMO and Support for delivery.

Skills

Contact centre

NICE CXone

Migration experience

Call flow design

API development

Testing & QA

WFM & Reporting

Job description

About FinXL IT Professional Services

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 government, finance, telecommunications, and enterprise sectors.

About the Role

FinXL are seeking multiple Senior Contact Centre Engineers with strong NICE CXone expertise to join our team wthin a major enterprise migration program . In this role, you will play a key technical role in transitioning a large-scale client from a legacy Webex Contact Centre environment over to NICE CXone.
As a Senior Contact Centre Engineer, you will be responsible for end-to-end technical delivery-working closely with Solution Architects, Project Managers, Support Teams, and third-party vendors. You will manage both pre- and post-deployment activities and may act as the Technical Lead across various deployment streams.

Key Responsibilities

• Migration & Engineering: Lead technical design, configuration, and implementation activities to migrate contact centre operations from Webex to NICE CXone.
  
• Technical Leadership: Serve as a Technical Lead when required, guiding junior engineers, cross-functional teams, and third-party vendor resources.
  
• Solution Architecture & Requirements: Gather business requirements, produce detailed technical documentation, and design end-to-end call flows.
  
• Integrations & Testing: Develop and manage Web Services and API integrations. Build, execute, and document comprehensive test plans and test cases.
  
• Stakeholder Collaboration: Partner closely with Pre-sales, Solution Architects, PMO Project Managers, and Support Teams to ensure seamless solution delivery.
  

Key Requirements & Skills

Essential Criteria

• Contact Centre Experience: Strong hands-on technical solution delivery experience within modern Contact Centre environments.
  
• NICE CXone Expertise: Proven experience configuring, deploying, and migrating contact centre solutions using the NICE CXone suite.
  
• Migration Exposure: Hands-on experience working with legacy migrations (exposure to Webex Contact Centre is highly advantageous).
  
• Call Flow & API Development: Strong track record in call flow design, documentation, and Web Services / API development.
  
• Testing & Quality Assurance: Demonstrated ability to develop test cases, execute test plans, and document migration results.
  
• Domain Knowledge: Deep understanding of Contact Centre domain operations, including Workforce Management (WFM) and Reporting functions.
  

Soft Skills & Operational Attributes

• Strong written, verbal, presentation, and technical writing skills.
  
• Ability to work autonomously as part of a geographically distributed team.
  
• Strong problem-solving capabilities with a flexible, adaptable approach.
  

What's On Offer?

• Initial 12 months' contract, with a view to extend
• Located in north-west of Sydney
• Hybrid working arrangement (2-3 days in the office)
• Lead a critical enterprise migration for a major national organisation.
• Work alongside leading Solution Architects, PMO leaders, and enterprise technology partners.