NICE - CXone Architect

Net2Source (N2S); Fort Mill (SC); On-site; USD 85,000 - 110,000; Full time

Job summary

A leading technology solutions provider in Fort Mill, SC, is seeking a skilled specialist to architect, design, and maintain NICE InContact solutions. The ideal candidate will automate workflows, develop APIs, and ensure system health performance. Applicants should possess strong AWS experience along with knowledge of networking concepts and SQL databases. This role offers the chance to make a significant impact in optimizing customer interactions using innovative technologies.

Qualifications

• Strong experience with AWS and exposure to Generative LLM technologies.
• Knowledge of WebRTC for voice and video.
• Familiarity with the NICE InContact platform, IVR, and ACD.

Responsibilities

• Architect design and maintain NICE InContact solutions.
• Develop and maintain APIs, middleware, and ETL jobs.
• Monitor system health and troubleshoot performance issues.

Skills

AWS

Networking concepts

SQL databases

API testing

MultiFactor Authentication

Tools

Postman

Salesforce

Dynamics

Job description

• Architect design and maintain NICE InContact solutions including IVR ACD Campaigns Teams and Routing strategies
• Build and automate call center workflows including writing call flows prompts and scripts
• Ensure adherence to SDLC processes for all development and deployment activities

Integration Automation

• Develop and maintain APIs middleware and ETL jobs for system integrations
• Implement automation for user provisioning skill assignment and policy management

System Health Performance

• Monitor system health troubleshoot issues and optimize performance
• Ensure observability logging and proactive alerting for all critical components

Technical Expertise Required

• Amazon Web Services AWS Strong experience including exposure to Generative LLM technologies
• Networking concepts and protocols such as WebRTC for voice and video

Contact Center Technologies

• NICE InContact platform IVR ACD Skills Campaigns and Workforce Management
• Nexidia Speech Analytics Implementation and optimization
• Workforce Management WFM Scheduling forecasting and intraday adjustments
• Quality Management Familiarity with tools like Quality Central
• AI NLU
• Natural Language Understanding NLU Specifically Ophelia
• Conversational AI and ASR tuning for improved customer experience
• Integration with Salesforce and Dynamics
• Development of ClicktoCall and Chat channels ensuring omnichannel experience

Development Skills

• Full stack development Frontend and Backend
• Strong knowledge of SQL databases and data modeling
• Experience with Postman for API testing and validation
• Ability to build applications such as MultiFactor Authentication and Embedded Agent Workflows