Senior NICE CXone Contact Centre Engineer

Green Light Worldwide; City of Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Job summary

Green Light Australia is seeking a Senior NICE CXone Contact Centre Engineer to design and deliver CXone solutions across enterprise environments. You will translate business and operational requirements into scalable CXone designs and configure components such as routing, IVR, and reporting.

The role involves migrating from legacy systems, integrating with CRM and APIs, and producing documentation and runbooks.

Qualifications

• Proven experience in Senior Engineer roles in contact centres.
• Extensive experience designing and delivering NICE CXone solutions.
• Experience across the full project lifecycle from design to deployment.
• Strong understanding of contact centre tech, telephony, IVR, omnichannel and reporting capabilities.
• Experience integrating NICE CXone with CRM platforms and APIs.
• Proven ability to lead large-scale transformation and migration projects.
• Strong stakeholder engagement with business and technical teams.

Responsibilities

• Lead the design and delivery of NICE CXone Contact Centre solutions across enterprise environments.
• Translate business and operational requirements into scalable CXone technical designs.
• Configure and implement CXone components including routing, IVR, call flows, ACD, digital channels, workforce optimisation, and reporting.
• Support end-to-end platform migrations from legacy contact centre technologies to NICE CXone.
• Conduct system integration activities with CRM, telephony, API, and third-party platforms.
• Develop technical documentation, configuration standards, and operational runbooks.

Skills

NICE CXone

Contact centre design

Systems integration

Stakeholder management

Tools

CRM platforms

APIs

Job description

• 12 month initial month assignment (chance to extend)
• Hybrid work / Melbourne or Sydney based

• Leading company in its field
• 12 month initial month assignment (chance to extend)
• Hybrid work / Melbourne or Sydney based

Green Light Australiaare looking to engage a Senior NICE CXone Contact Centre Engineerto join their team.

Responsibilities

• Lead the design and delivery of NICE CXone Contact Centre solutions across enterprise environments.
• Translate business and operational requirements into scalable CXone technical designs.
• Configure and implement CXone components including routing, IVR, call flows, ACD, digital channels, workforce optimisation, and reporting.
• Support end-to-end platform migrations from legacy contact centre technologies to NICE CXone.
• Conduct system integration activities with CRM, telephony, API, and third-party platforms.
• Develop technical documentation, configuration standards, and operational runbooks.

Requirements

• Proven experience working in similar roles as a Senior Engineer
• Extensive experience designing and delivering NICE CXone Contact Centre solutions.
• Demonstrated experience across the full project lifecycle, from solution design through to implementation and production deployment.
• Strong understanding of contact centre technologies, telephony, call routing, IVR, omnichannel, workforce management, and reporting capabilities.
• Experience integrating NICE CXone with CRM platforms, APIs, and enterprise applications.
• Proven ability to work within large-scale transformation and migration projects.
• Strong stakeholder engagement skills with the ability to work effectively with business and technical teams.
• Experience producing technical designs, implementation documentation, and operational procedures.
• Insurance industry experience will be seen as advantageous.

About the company

We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs. At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications please reach out to [e-mail] or call [phone].