Contact Center (CXone) Lead Developer

METRIX IT SOLUTIONS INC; United States; A distancia; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

METRIX IT SOLUTIONS INC is seeking a remote, long-term Senior CXone Architect to lead end-to-end design and implementation across NICE CXone. You will configure inbound/outbound call flows, routing strategies, and omnichannel engagement while ensuring performance, security, and compliance.

The role includes delivering complex IVR apps, integrating CXone with Salesforce and CRMs via APIs, and embedding AI-driven analytics, dashboards, and WFM reporting into operations.

Formación

• Bachelor’s degree in CS, IS, Engineering, or equivalent practical experience.
• 8+ years in Contact Center technology; 4+ years hands-on NICE CXone implementation.

Responsabilidades

• Lead end-to-end CXone architecture & configuration across CXone setup.
• Own technical delivery across design, development, and implementation phases.
• Build complex IVR apps and self-service journeys in CXone Studio.
• Architect CXone-Salesforce integrations via REST/SOAP APIs and middleware.
• Embed AI, analytics, and QA into agent workflows and dashboards.

Conocimientos

NICE CXone

ACD config

IVR design

API integrations

Agile delivery

SIP/VoIP

Educación

Bachelor's in CS/IS/Engineering

Herramientas

Salesforce

REST APIs

SOAP APIs

Middleware

Descripción del empleo

Job Type:- Remote

Long term

Key Responsibilities

CXone Architecture & Configuration: Lead end-to-end technical design and setup across NICE CXone. Configure inbound/outbound call flows, skills, queue management, routing strategies, and omnichannel engagement (voice, chat, email, SMS, digital). Enforce performance, security, availability, and compliance standards.

DDI & Delivery Leadership: Own technical delivery across Design, Development, and Implementation phases. Translate business needs into architecture; lead sprint planning, estimation, risk mitigation, and deployment.

IVR & Telephony Development: Build complex IVR apps and self-service customer journeys in CXone Studio. Implement intelligent routing, escalation paths, and PSTN/carrier telephony integrations (SIP/VoIP).CRM & Enterprise Integrations: Architect integrations between CXone and Salesforce/CRMs via REST/SOAP APIs, web services, event-driven streams, and middleware for real-time and batch customer/case data sync.AI, Automation & Analytics: Embed Agent Assist, Sentiment Analytics, Conversation Intelligence, Summarization, and QA scoring into agent workflows. Deploy IVAs, voicebots, chatbots, and AI-driven routing. Build operational dashboards, BI KPIs, and WFM/quality reports.

Testing, Release & Mentorship: Drive SIT, UAT, defect triage, rollback planning, go-live readiness, and hypercare. Provide technical governance, reusable assets, design/code reviews, and mentorship to onshore/offshore developers.

Required Qualifications

Bachelor’s in CS, IS, Engineering, or equivalent practical experience.8+ years in Contact Center technology; 4+ years hands‑on NICE CXone implementation.

Deep proficiency in NICE CXone Studio, ACD configuration, IVR design, omnichannel routing, and digital engagement channels.

Proven track record integrating CXone with Salesforce, enterprise CRMs, and middleware via APIs.

Solid grasp of core telephony concepts (SIP, VoIP, telecom carriers) and Agile delivery.

Preferred Qualifications

NICE CXone Technical Certification(s).Domain expertise in Medicaid, Healthcare, Public Sector, or large-scale customer care environments.

Exposure to Azure cloud services, modern API integration platforms, and enterprise digital transformations.