Senior CXone Architect & Tech Lead (CCaaS)

Capgemini; New York (NY); 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 (e.g., 401(k)

Life and disability insurance

Employee assistance programs

Other local benefits

Job summary

Capgemini is 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.

The successful candidate will lead architecture, design, and development on the NICE CXone platform, design and implement IVR/Studio workflows and CRM-integrated experiences, and

Qualifications

• 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.

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

CCaaS experience

IVR/Studio scripting

WFM/WEM

CXone reporting & dashboards

JavaScript

CRM integrations

REST API integration

AI-powered CX

Agile/Scrum

NICE Advanced Certifications

Job description

Capgemini is 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.

The successful candidate will lead architecture, design, and development on the NICE CXone platform, design and implement IVR/Studio workflows and CRM-integrated experiences, and