Nice CX One Lead Engineer

ZipRecruiter; Canada; Remote; CAD 80,000 - 120,000; Full time

Job summary

A technology solutions provider is seeking a skilled NICE CX-One Lead engineer to contribute to a major customer experience transformation initiative. The ideal candidate will lead the design and implementation of NICE-based routing solutions. Responsibilities include managing stakeholders, executing development and testing processes, and providing technical expertise for NICE systems. This role offers competitive pay, a flexible remote work culture, and opportunities for professional growth.

Benefits

Comprehensive compensation and benefits package

Flexibility of remote work

Professional development opportunities

Dynamic, inclusive work environment

Responsibilities

• Serve confidently in a client-facing role, managing multiple stakeholders effectively.
• Coordinate and execute release planning, development, testing, and deployment of IVR enhancements.
• Design and build call flows and backend system integrations using APIs.
• Provide Subject Matter Expertise for NICE BU, contributing to solution design.
• Collaborate with architecture team to develop and integrate APIs.
• Translate business requirements into technical requirements.
• Provide troubleshooting support for scripting and system issues.

Skills

5+ years of experience with NICE InContact and/or NICE CXone

3+ years of experience scripting in NICE CXOne Studio

Strong conflict management skills

Excellent organizational communication skills

Proven ability to collaborate effectively

Experience in creating contact center dashboards

Familiarity with Salesforce

Basic knowledge of intersystem networking

Ability to troubleshoot end-to-end call center applications

Tools

RESTful Web Services / APIs

C#

C++

Java

JavaScript

Python

Job description

Overview

Miratech is seeking a skilled NICE CX-One Lead engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. In this role, you will lead, design and implement NICE-based routing solutions, develop secure and compliant IVR applications, and play a key role in the migration of legacy call center systems to modern omnichannel platforms. You’ll work closely with cross-functional teams to troubleshoot complex issues, optimize customer journeys, and ensure seamless system integrations. This is a high-impact opportunity to apply your technical expertise in a mission-critical environment, helping shape intuitive and efficient customer interactions within a regulated, fast-paced industry.

Responsibilities

• Serve confidently in a client-facing role, managing multiple stakeholders effectively.
• Coordinate and execute release planning, development, testing, and deployment of IVR enhancements across multiple agencies.
• Design and build call flows, chat solutions, and backend system integrations using APIs.
• Provide Subject Matter Expertise (SME) for NICE BU, contributing to solution design and optimizing network solutions.
• Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.
• Collaborate with the architecture team to design, develop, and integrate APIs.
• Translate business requirements into technical requirements, preparing design documents for application development.
• Provide troubleshooting support and technical assistance for scripting and system issues.
• Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and network infrastructure.
• Coordinate issue resolution and communication with technical teams in case of problems.
• Review support tickets with agency leadership and oversee the resolution of support questions related to agency tickets.
• Act as an SME, guiding team members in designing and achieving requested IVR enhancements.

Qualifications

• 5+ years of experience with NICE InContact and/or NICE CXone.
• 3+ years of experience scripting in NICE CXOne Studio.
• Strong conflict management skills with the ability to navigate and resolve issues.
• Excellent organizational communication skills, both written and verbal.
• Proven ability to collaborate and work effectively in a team environment.
• Experience in creating contact center dashboards.
• Familiarity with Salesforce.
• Basic knowledge of intersystem networking and data traffic flow between components.
• Ability to troubleshoot end-to-end call center applications, including issues in Chrome and Edge when interacting with web-based applications like Salesforce or Microsoft Dynamics.

Nice to Have

• Experience working with RESTful Web Services / APIs.
• Programming experience in any of the following: C#, C++, Java, JavaScript, or Python.

We offer

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and equality.

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of sex, race, religion, veteran status, disability, or any other protected status under applicable law.