Senior CCaaS Engineer - AI & CXone Integrations (Remote)

Compri Consulting, Inc.

United States

Teletrabalho

USD 120 000 - 180 000

Tempo integral

Há 2 dias

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Resumo da oferta

Compri Consulting, Inc. is seeking a Senior CCaaS Engineer to serve as a SME for NICE CXone and the broader contact center ecosystem.

The role focuses on scripting, enterprise integrations, AI/automation, security, and technical leadership within an existing complex environment. The ideal candidate will design and implement advanced AI and automation solutions, lead real-time integrations with Salesforce, ServiceNow, and EPIC, and guide root-cause analysis during outages.

Qualificações

Deep hands-on experience with NICE CXone
Strong experience with complex call routing, scripting and workflow development
Experience troubleshooting and enhancing existing scripts/codebases
Strong API and enterprise integration experience
Experience integrating NICE CXone with Salesforce, ServiceNow, EPIC
Experience leading root-cause analysis for complex outages

Responsabilidades

Troubleshoot, refactor, and enhance complex routing scripts and workflows.
Design and develop advanced AI and automation solutions.
Engineer and support real-time integrations between NICE CXone and Salesforce, ServiceNow, EPIC.
Implement and optimize fraud prevention and voice biometrics solutions.
Lead technical troubleshooting during major incidents and outages.
Perform root-cause analysis and implement long-term corrective solutions.