CXone Technical Lead: Architecting AI-Driven CX

Capgemini; Chicago (IL); On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision coverage

Retirement savings plans

Life and disability insurance

Employee assistance programs

Job summary

Capgemini, a global leader in technology and consulting, is seeking a NICE CXone Technical Lead. Based in Chicago or other major hubs, you will drive enterprise CX solutions leveraging CXone configuration, IVR/Studio development, and WFM/WEM integrations to deliver scalable, AI-driven customer experiences.

You will mentor engineers, design REST API integrations, collaborate with business teams, and ensure performance, security, and best practices across multi-region deployments in regulated

Qualifications

• 8+ years CCaaS experience with strong NICE CXone expertise.
• Hands-on experience with NICE IVR / Studio Scripting.
• 2+ years REST API / CRM integration experience.
• Experience with CXone Reporting & Dashboards.
• Experience in Agile/Scrum environments.
• NICE Advanced Certifications preferred.

Responsibilities

• Lead architecture, design, and development on the NICE CXone platform.
• Design and implement IVR/Studio workflows, omnichannel solutions, and CRM-integrated agent experiences.
• Drive REST API and CRM integrations, including screen pops and customer journey enhancements.
• Ensure scalability, performance, security, and adherence to NICE best practices.
• Conduct code/configuration reviews and support release management.
• Collaborate with business and delivery teams to translate requirements into solutions.
• Mentor developers and provide technical leadership across projects.

Skills

NICE CXone

IVR Studio

WFM/WEM

CXone Dashboards

JavaScript

REST API

CRM integration

Agile/Scrum

NICE Advanced Certifications

Tools

NICE CXone Platform

CRM Systems

Job description

Capgemini, a global leader in technology and consulting, is seeking a NICE CXone Technical Lead. Based in Chicago or other major hubs, you will drive enterprise CX solutions leveraging CXone configuration, IVR/Studio development, and WFM/WEM integrations to deliver scalable, AI-driven customer experiences.

You will mentor engineers, design REST API integrations, collaborate with business teams, and ensure performance, security, and best practices across multi-region deployments in regulated