NICE Contact Centre Technical Architect (FTC 3-6 months)

Natilik; London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A leading technology solutions partner seeks a NICE Technical Architect responsible for designing and implementing contact centre solutions. This key role requires extensive client interaction and teamwork to bring complex designs to life while maintaining operational efficiency across diverse projects.

Benefits

25 days annual leave (+ bank holidays)

Quarterly Awards and Bonuses

Flexible Working Policy

Competitive pension scheme

Private Medical Insurance

Company shares after one year

Access to Financial Wellness support

Annual paid volunteering day

Enhanced parental leave

Access to funding for additional qualifications

Qualifications

• Experience with contact centre solutions and NICE CXone.
• Hands-on implementation skills with a strong operational understanding.
• Proven ability to manage client relationships and project teams.

Responsibilities

• Design and implement contact centre solutions for clients.
• Collaborate with project management and sales teams.
• Ensure complete client satisfaction through effective delivery.

Skills

Designing and building large-scale contact centres

NICE CXone deployments

Digital messaging solutions

Workforce Optimization Tooling

ACD / IVR configuration

CRM integration

Outbound Dialling

Agent Desktop Customisation

Contact centre reporting and KPIs

Live chat and social messaging

Workforce Management

Speech Analytics

Job description

Natilik is a Global Technology Solutions Partner.

Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and employees can rely on.

There has never been a more exciting time to take a step into the world of digital transformation, and we’re looking for individuals to confidently guide our clients on their journey.

The Role

As NICE Technical Architect, you will be responsible for the end-to-end design and implementation of contact centre solutions within clients. This will involve working extensively with our clients, project management, and pre-sales teams to take the agreed design and make it a reality. The role offers diverse experience and requires absolute delivery working under various conditions, often unsupervised on site with the client. Working as part of a virtual project team, the Technical Architect will be responsible for the delivery and technical assurance of the entire implementation life cycle to deliver the agreed solution seamlessly. This may include design, physical installation, configuration, commissioning, testing, sign-off, and final handover both with the client and internally.

Note: Candidates must be willing to travel to Manchester up to 2 times a week.

Core Technical Skills (Highly Desirable)

• Experience designing and building large-scale contact centres
• Experience of NICE CXone deployments
• Experience designing and implementing digital messaging solutions
• Hands-on experience implementing Workforce Optimization Tooling
• ACD / IVR configuration
• CRM integration
• Outbound Dialling
• Digitally First Omnichannel (DFO)
• Agent Desktop Customisation
• Implementation of highly complex routing logic
• A strong understanding of contact centre reporting and KPIs
• Live chat / email / social messaging
• In-app messaging / SDK integration
• Workforce Management
• Quality Management
• Speech Analytics
• A strong understanding of operational needs of contact centres and proven experience delivering technical capabilities to meet these needs

Benefits

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. Our benefits include:

• 25 days annual leave (+ bank holidays) rising with tenure
• Quarterly Awards and Bonuses
• Flexible Working Policy
• Competitive pension scheme
• Access to Financial Wellness support
• Industry-leading home working and mobility technology
• Private Medical Insurance
• Company shares (available after one year of tenure)
• Medicash (Cashback Scheme)
• Retail discounts via Medicash
• Access to EAP scheme for you and your household
• Vehicle lease salary sacrifice scheme (available after one year of tenure)
• Cycle to Work Scheme
• Annual paid volunteering day
• Enhanced parental leave
• Access to funding for additional qualifications and courses
• Access to paid study leave