NICE CXone Contact Centre Lead & Integrations Architect

FinXL IT Professional Services; Melbourne; In loco; AUD 100.000 - 140.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Contact Centre solutions

CCaaS platforms

API integrations

CRM integrations

Stakeholder communication

Strumenti

Web Services

REST APIs

CRM integrations

Descrizione del lavoro

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.