CXone Architect & Developer — Remote

Infosys Limited; Charlotte, Northern (NC, KY); Hybrid; USD 66,000 - 102,000; Full time

Benefits offered by this job

Long-term/Short-term Disability

Health and Dependent Care Reimburse- m

Insurance (Accident, Critical Illness,

401(k) plan

Job summary

Infosys Limited is seeking a Technology Consultant 2 to contribute to architecture, design, and integration across CXone and LiveVox platforms. You will participate in requirements, design discussions, and code changes to deliver scalable, reliable cloud-based CX solutions.

Responsibilities include developing high/low level designs, implementing AI/automation enhancements, and guiding cross-functional teams through cloud migrations and CX transformations.

Qualifications

• Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox.
• Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.
• Ensuring scalability, high availability, disaster recovery, and compliance in architecture.
• Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks.
• Support telephony integrations.
• Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.
• Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed.
• Drive AI/automation/analytics enhancements across the CX stack.
• Evaluate new features and roadmap updates to adopt in the environment.
• Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance.
• Continuous improvement by monitoring and measuring system performance, identify improvements.
• Optimize system performance and troubleshoot complex issues.
• Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.
• Liaison with client, provide consulting for cloud migration and CX transformation.
• Implement best practices for code quality and maintainability.
• Lead root cause analysis for platform issues and critical incidents.

Responsibilities

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided.
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions.
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability.
• Conduct code reviews, do changes to the codebase and maintain code repositories.
• Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards.
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications.
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability.
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects.

Skills

SDLC

Requirements elicitation

System design

Code reviews

Troubleshooting

Education

Bachelor's degree

Tools

NICE CXone

LiveVox

Job description

Infosys Limited is seeking a Technology Consultant 2 to contribute to architecture, design, and integration across CXone and LiveVox platforms. You will participate in requirements, design discussions, and code changes to deliver scalable, reliable cloud-based CX solutions.

Responsibilities include developing high/low level designs, implementing AI/automation enhancements, and guiding cross-functional teams through cloud migrations and CX transformations.