NICE CXone Cloud Lead - Contact Center Architect

Capgemini; Aguascalientes; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Capgemini Mexico is 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.

You will mentor teams and drive best practices, design end-to-end CXone solutions including IVR flows, omnichannel workflows, and CRM-embedded agent experiences, and define roadmaps

Qualifications

• 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) and strong knowledge of Agile delivery, Jira, and Scrum.
• Excellent communication, documentation, and presentation skills.

Responsibilities

• 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.

Skills

NICE CXone

IVR Studio scripting

WFM/WEM

REST API integrations

CRM integration

AI/ML in CXone

Agile / Jira / Scrum

Communication skills

Tools

Jira

Job description

Capgemini Mexico is 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.

You will mentor teams and drive best practices, design end-to-end CXone solutions including IVR flows, omnichannel workflows, and CRM-embedded agent experiences, and define roadmaps