NICE CXone Solutions Lead & Architect

Capgemini America, Inc.; New York (NY); On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision

401(k) / RRSP

Life & disability insurance

Employee assistance

Other local benefits

Job summary

Capgemini America, Inc. is seeking an experienced NICE CXone Technical Lead to drive solution architecture, development, and delivery for enterprise contact center implementations.

The role requires deep NICE CXone expertise, IVR/Studio scripting, WFM/WEM, API integrations, and strong leadership in Agile environments to mentor teams and deliver scalable, secure solutions. Location options include New York, Atlanta, GA, or Chicago, IL.

Qualifications

• 8 years CCaaS experience with strong NICE CXone expertise.
• Hands-on experience with NICE IVR / Studio Scripting, WFM / WEM, CXone Reporting & Dashboards.
• 2 years of REST API / CRM integration experience.

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

NICE IVR / Studio

WFM / WEM

CXone Reporting

JavaScript

REST API / CRM integration

AI-powered CX

Agile/Scrum

NICE Advanced Certifications

Job description

Capgemini America, Inc. is seeking an experienced NICE CXone Technical Lead to drive solution architecture, development, and delivery for enterprise contact center implementations.

The role requires deep NICE CXone expertise, IVR/Studio scripting, WFM/WEM, API integrations, and strong leadership in Agile environments to mentor teams and deliver scalable, secure solutions. Location options include New York, Atlanta, GA, or Chicago, IL.