Cc Genesys Cloud Lead

The Big Jobsite; Aguascalientes; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Capgemini México busca un Lead experimentado en NICE CXone para liderar la configuración, diseño de soluciones y entrega en la plataforma CXone. Se requiere experiencia profunda en CXone, IVR/Studio, WFM/WEM, integraciones y funciones de IA en CX, además de capacidad para guiar equipos.

El candidato ideal mentoring de equipos, definición de arquitecturas y buenas prácticas, trabajando con stakeholders para entregar soluciones escalables y seguras.

Formación

• 8+ años de experiencia en plataformas CCaaS, con enfoque en NICE CXone.
• 5+ años de experiencia práctica en: NICE IVR/Studio, WFM/WEM, reportes y dashboards, JavaScript dentro de CXone.
• 2+ años de experiencia práctica con integraciones REST/API basadas en CRM.
• Fuerte conocimiento de IA/ML en NICE CXone y casos de CX con IA.
• Certificaciones avanzadas de NICE (preferible).
• Sólidos conocimientos de entrega Ágil, Jira y Scrum.
• Excelentes habilidades de comunicación, documentación y presentación.

Responsabilidades

• Propietad de la arquitectura técnica, diseño detallado y desarrollo en la plataforma NICE CXone.
• Liderar como SME técnico, contribuyendo a configuración y construcción de soluciones.
• Diseñar y entregar soluciones end-to-end CXone (IVR/Studio, flujos multicanal, experiencias CRM).
• Definir la hoja de ruta tecnológica alineada a las mejores prácticas de NICE para escalabilidad, rendimiento y seguridad.
• Liderar diseño e implementación de integraciones, incluidas integraciones REST/CRM.
• Revisar código/configuración para garantizar calidad y seguridad.

Conocimientos

NICE CXone

IVR/Studio

WFM/WEM

REST API integrations

CRM integration

AI/ML en CXone

Agile / Jira / Scrum

Comunicación

Herramientas

Jira

JavaScript

CRM systems

Descripción del empleo

Descripción del trabajo Contact Center Genesys Cloud Lead Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

We are seeking an experienced NICE CXone Development Lead who can provide hands‑on technical leadership, solution design, and delivery ownership on the NICE CXone platform. The role requires deep expertise in CXone configuration, IVR/Studio development, WFM/WEM, integrations, and AI‑enabled CX features, along with the ability to mentor teams and drive best practices across complex contact center implementations.

• - Own technical architecture, detailed design, and development on the NICE CXone platform
• - - Act as hands‑on SME and technical lead, contributing directly to configuration, scripting, and solution build
• - Design and deliver end‑to‑end CXone solutions including:
• - IVR / Studio call flows , Omnichannel workflows, CRM-embedded agent experiences
• - Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security
• - Work closely with business, architects, and delivery teams to understand requirements and design target‑state solutions
• - Lead integration design and implementation, including CRM screen pops and REST‑based integrations
• - Conduct code/configuration reviews to ensure quality, maintainability, and security.

Your Profile

8+ years of experience in CCaaS platforms, with strong focus on NICE CXone

5+ years of hands‑on experience with:

• - NICE IVR / Studio scripting, WFM / WEM, Reports and dashboards, JavaScript / scripting within CXone
• - Experience with CRM-embedded CXone agent, screen pop, and customer journey integration
• - 2+ years of hands‑on experience with REST/API‑based CRM integrations
• - Strong understanding of AI/ML capabilities within NICE CXone and AI‑led CX use cases
• - NICE Advanced Certifications (preferred)
• - Strong knowledge of Agile delivery, Jira, and Scrum
• - Excellent communication, documentation, and presentation skills

What you’ll love

Empowered Careers with Purpose Work on meaningful projects that use technology to solve real‑world challenges. Be part of a company that values sustainability, inclusion, and digital equity. Contribute to building a better future for people, planet, and society.

About Capgemini

Capgemini is an AI‑powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end‑to‑end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.

Job Description

This role involves the development and application of engineering practice and knowledge in the following technologies: Standards and protocols, application software and embedded software for wireless and satellite networks, fixed networks and enterprise networks; connected devices (IOT and device engineering), connected applications (5G/ edge, B2X apps); and Telco Cloud, Automation and Edge Compute platforms. This role also involves the integration of network systems and their operations, related to the above technologies.

Job Description - Grade Specific Focus on Connectivity and Network Engineering. Establishes trust and credibilty with customer accounts. Shows clear dedication and commitment to business objectives. Operates with no supervision in complex environments. Sets and manages realistic and deliverable expectations. Considers ˜the bigger picture when making decisions. Motivates the team by generating a positive and enthusiastic atmosphere.