NICE CXone Development Lead

Concentrix - CA; United Kingdom; Remote; GBP 70,000 - 90,000; Full time

Job summary

A global technology and services leader seeks a NICE CXone Development Lead in the UK for full-time work at home. The role involves configuring and maintaining CXone software, developing automated solutions, and collaborating with cross-functional teams. Candidates should have extensive experience with CXone, proficiency in relevant programming languages, and strong communication skills. Join the team and shape the future of customer experience.

Qualifications

• Proficiency in CXone with experience in CCaaS platforms.
• Familiarity with .NET, Java, C#, or Python.
• Experience with CRM integration like Salesforce or SAP.
• Strong problem-solving and documentation skills.

Responsibilities

• Configure and deploy CXone CCaaS software.
• Monitor and maintain the CXone software for performance.
• Develop routing strategies and automated solutions.
• Provide technical support and training to users.
• Create and maintain system documentation.

Skills

CXone proficiency

WebRTC knowledge

SIP and VoIP experience

Analytical skills

Communication skills

Education

Bachelor’s degree in computer science or related field

Tools

SQL

Oracle

AWS

Azure

Job description

Overview

Job Title: NICE CXone Development Lead

We\'re Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as World\'s Best Workplaces, Best Companies for Career Growth, and Best Company Culture, year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Key Responsibilities

• Design & Implementation: Configure and deploy CXone CCaaS (CX) software, including the latest AI empowered modules named Mpower Enlighten. In-depth understanding of CXone Framework, IVR, Digital Engagement (Email, Chat, Voice and SMS), Routing, Recording and Reporting. Integrate the CXone solution with CRM and other third-party applications.
• System Maintenance & Optimization: Monitor and maintain the CXone software to ensure high availability and performance. Troubleshoot and resolve technical issues related to the CXone software.
• Development & Customization: Develop routing strategies, call-/workflows, and scripts tailored to business requirements. Develop solutions for automation (Voice and Digital) based on the CXone software. Customize solutions for specific client or internal business needs.
• Collaboration & Support: Work closely with cross-functional teams, including network engineers, developers, and QA teams. Provide technical support and training to end-users and stakeholders. Participate in incident and change management processes.
• Documentation & Reporting: Create and maintain system documentation, including architecture diagrams, configurations, and SOPs. Provide regular performance reports and recommend improvements.

Required Skills & Qualifications

• Technical Expertise: Proficiency in CXone, with additional experience in other CCaaS platforms considered advantageous. Knowledge of WebRTC technology and experience working on WebRTC based platforms. Experience with SIP, VoIP, and telephony protocols. Knowledge of IVR design, call routing, and voice/screen recording systems.
• Programming & Scripting: Familiarity with languages like .NET, Java, C#, or Python for integration. Knowledge of CXone Studio or other similar scripting tools.
• Tools & Integration: Experience with databases (SQL,Oracle). Knowledge of integrating with CRMs like Salesforce, SAP or Microsoft Dynamics. Familiarity with AWS, Azure, or other cloud platforms.
• Soft Skills: Strong analytical and problem-solving skills. Excellent communication and documentation abilities. Ability to work in a collaborative and fast-paced environment. Multi-task and maintain composure in stressful and demanding work environment.

Preferred Qualifications

• CXone Certifications e.g., CXone Implementation Certified (CIP). CXone Mpower - Partner Certification - Digital Experience Implementation
• Experience with Agile/Scrum methodologies.

Education

• Bachelor’s degree in computer science, Information Technology, or a related field. Relevant work experience may substitute for formal education requirements. CXone Mpower - Partner Certification - Digital Experience Implementation

Experience

7+ years of experience working with CXone software or other CCaaS Solutions.

Location: UK, Work at Home, GB

Language Requirements:

Time Type: Full time

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