NICE CXone Technical Lead

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

NICE CXone Technical Lead

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired bya collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizationsunlock the value of technology and build a more sustainable, more inclusive world.

Location: New York/Atlanta, GA/Chicago, IL

Job Description

Seeking an experienced NICE CXone Technical Lead to drive solution architecture, development, and delivery for enterprise contact center implementations. The role requires strong expertise in CXone configuration, IVR/Studio development, integrations, WFM/WEM, and AI-driven customer experience solutions.

Key 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.

Required Skills

• 8+ years of CCaaS experience with strong NICE CXone expertise.
• Hands-on experience with:
• NICE IVR / Studio Scripting
• WFM / WEM
• CXone Reporting & Dashboards
• JavaScript and CXone scripting
• Experience with CRM-integrated agent desktops and customer journey solutions.
• 2+ years of REST API / CRM integration experience.
• Strong understanding of AI-powered CX capabilities within NICE CXone.
• Experience working in Agile/Scrum environments.
• NICE Advanced Certifications preferred.

Preferred

• NICE Quality Management (QM) experience.
• Large-scale or multi-region CXone implementations.
• Experience in highly regulated enterprise environments.

The base compensation range for this role in the posted location is: $115,000 - $140,000/Annum

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees.

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice:

Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.