NICE CXone Lead - CCaaS & IVR Solutions Architect

Capgemini; Aguascalientes; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Capgemini seeks an experienced NICE CXone Development Lead to 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 mentoring teams and driving best practices across complex contact center implementations.

The role involves owning technical architecture, leading design and development, and delivering

Formación

• 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.
• 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.

Responsabilidades

• Own technical architecture, detailed design, and development on the NICE CXone platform.
• Act as hands-on SME and technical lead, contributing 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.
• Lead integration design and implementation, including CRM screen pops and REST-based integrations.
• Conduct code/configuration reviews to ensure quality, maintainability, and security.

Conocimientos

CCaaS platforms

NICE CXone

IVR / Studio scripting

WFM / WEM

REST API integrations

AI/ML in CX

Agile delivery

Jira / Scrum

Herramientas

Jira

Descripción del empleo

Capgemini seeks an experienced NICE CXone Development Lead to 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 mentoring teams and driving best practices across complex contact center implementations.

The role involves owning technical architecture, leading design and development, and delivering