NICE CXone Lead - CCaaS Solutions Architect

Capgemini; Aguascalientes; Presencial; MXN 1.300.000 - 1.900.000; 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. You will guide configuration, scripting, and end-to-end CXone solutions across IVR, omnichannel workflows, and CRM‑embedded experiences.

You will mentor teams, define roadmaps, and ensure scalable, secure implementations while collaborating with business, architects, and delivery teams in a dynamic Capgemini Mexico environment.

Formación

• 8+ years of experience with CCaaS platforms, focusing on NICE CXone
• 5+ years hands-on NICE IVR/Studio scripting, WFM/WEM, reports/dashboards
• CRM-embedded CXone agent experiences and screen pops
• 2+ years REST/API-based CRM integrations
• Strong AI/ML capabilities in NICE CXone for CX use cases
• NICE Advanced Certifications preferred; strong knowledge of Agile delivery (Jira, Scrum)
• Excellent communication, documentation, and presentation skills

Responsabilidades

• Own technical architecture, design, and development on NICE CXone platform
• Act as hands-on SME and lead configuration, scripting, and solution build
• Design and deliver end-to-end CXone solutions including IVR/Studio flows, omnichannel workflows, CRM-embedded agent experiences
• Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security
• Collaborate with business, architects, and delivery teams to design target-state solutions
• Lead integration design and implementation, including CRM screen pops and REST-based integrations; conduct code/configuration reviews

Conocimientos

CCaaS platforms

NICE CXone

IVR / Studio scripting

WFM / WEM

REST APIs

CRM integration

AI/ML in CXone

Agile / Jira / Scrum

JavaScript scripting

Technical leadership

Herramientas

CXone configuration tools

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. You will guide configuration, scripting, and end-to-end CXone solutions across IVR, omnichannel workflows, and CRM‑embedded experiences.

You will mentor teams, define roadmaps, and ensure scalable, secure implementations while collaborating with business, architects, and delivery teams in a dynamic Capgemini Mexico environment.