Senior CCaaS & AI Integration Engineer

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

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.