Infrastructure Engineer- NICE CXone

SmartRecruiters, Inc.; United States; Hybrid; USD 130,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Competitive compensation

Career development programs

Wellbeing programs

Global tech communities

Job summary

Endava is seeking a Senior CCaaS Engineer to architect and optimize our cloud-based contact center ecosystem, focusing on NICE CXone and enterprise integrations. You will mentor teams, champion AI-driven solutions, and lead high-stakes incident resolution across platforms.

The role emphasizes complex scripting, real-time integrations, and robust security with biometrics, while offering hybrid work and ongoing professional development.

Qualifications

• Hands-on system design and integration with NICE CXone, Salesforce, ServiceNow, and EPIC.
• Experience building AI agents, LLM prompting, chat bots, and voice solutions.
• Proven ability to troubleshoot major outages and lead root-cause analysis.

Responsibilities

• Tackle complex routing scripts to expand capabilities and create new workflows.
• Design, deploy, and tune advanced conversational AI solutions and agents.
• Engineer real-time API integrations between NICE CXone and enterprise platforms.
• Implement, manage, and optimize fraud protection and voice biometrics.
• Lead major event troubleshooting and root-cause analysis to permanent solutions.
• Mentor CCaaS Analysts and Engineers in scripting, AI, and integrations.
• Implement proactive monitoring and maintain SOPs.

Skills

Complex scripting

AI technologies

System integration

Fraud protection

Voice biometrics

Root-cause analysis

Mentorship

Communication skills

Education

Bachelor's degree

Tools

NICE CXone

Salesforce

ServiceNow

EPIC

Job description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.

By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

The Senior CCaaS Engineer is responsible for architecting, optimizing, and supporting the cloud-based communication ecosystem, serving as a primary subject matter expert for NICE CXone. Rather than simply establishing systems from scratch, this role dives deep into complex, existing architectures to enhance system performance, drive seamless integrations across enterprise platforms, and spearhead the adoption of next-generation AI and voice technologies. The ideal candidate will thrive in a dynamic technical environment, provide high-level mentorship to engineering teams, and confidently lead root-cause resolution for major events across our diverse contact center landscape.

• Complex Scripting & System Engineering: Jump into existing, highly complex routing scripts to troubleshoot issues, expand capabilities, and build out advanced workflows for new business requirements.
• AI & Automation Innovation: Design, develop, and deploy advanced conversational AI solutions. Write and tune complex AI agents, LLMs, web and chat bots, and Agentic voice agents to drive automation.
• Enterprise Integrations: Engineer, support, and troubleshoot deep, real-time API integrations between NICE CXone and key enterprise platforms including Salesforce, ServiceNow, and EPIC.
• Advanced Security & Biometrics: Implement, manage, and optimize fraud protection products and voice biometrics to ensure secure and seamless customer experiences.
• Major Event Troubleshooting & Escalation: Act as a critical incident technical lead to rapidly troubleshoot major platform events or outages. Lead root-cause analysis and implement permanent technical solutions.
• Mentorship & Technical Leadership: Actively serve as a technical mentor to CCaaS Analysts and Engineers, elevating the team's capabilities in scripting, AI, and advanced integration methodologies.
• Quality Assurance & Proactive Monitoring: Implement robust, proactive monitoring solutions and verify service quality to identify and correct anomalies before they impact the business.
• Documentation & Standards: Maintain comprehensive documentation of architectural configurations, scripting logic, integration data flows, and standard operating procedures (SOPs).

Qualifications

• Deep, hands-on system design and integration knowledge with NICE CXone, Salesforce, ServiceNow, and EPIC platforms.
• Extensive expertise in AI technologies, including writing complex, integrated AI agents, LLM prompting, web/chat bots, and Agentic voice solutions.
• Proven ability to interpret, refactor, and expand upon complex existing scripts and codebases.
• Strong background in implementing fraud protection and voice biometrics products.
• Advanced analytical problem-solving skills, with a track record of resolving major outages and tier-3 escalations.
• Strong communication proficiency with a dedication to technical mentorship and cross-team collaboration.
• A strong drive for innovation, continuous learning, and process automation.

Education:

• Bachelor's Degree in Computer Science, Information Technology, or equivalent technical experience.

Additional Information

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance:Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities:Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance:Hybrid work and flexible working hours, employee assistance programme;
• Health:Global internal wellbeing programme, access to wellbeing apps;
• Community:Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

Additional Employee Requirements

• Participation in both internal meetings and external meetings via video calls, as necessary.
• Ability to go into corporate or client offices to work onsite, as necessary.
• Prolonged periods of remaining stationary at a desk and working on a computer, as necessary.
• Ability to bend, kneel, crouch, and reach overhead, as necessary.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary.
• Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
• For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
• For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function.

*If requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

USA Benefits (Full time roles only, does not apply to contractor positions)

• Robust healthcare and benefits include Medical, Dental, vision, Disability coverage, and various other benefit options
• Flexible Spending Accounts (Medical, Transit, and Dependent Care)
• Employer Paid Life Insurance and AD&D Coverages
• Health Savings account paired with our low-cost High Deductible Medical Plan
• 401(k) Safe Harbor Retirement plan with employer match with immediately vest

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives- because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.

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