Technical Lead

Kaleidoscope Innovation, Inc.; San Diego (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

Kaleidoscope Innovation, Inc. is seeking a Technical Lead to design and develop the NICE CXone architecture for both voice and digital channels. This role involves leading the design of call flows, ensuring system scalability and compliance, and providing consulting for cloud migration and CX transformation.

The ideal candidate will have extensive experience with telephony integrations, performance optimization, and a strong understanding of AI and analytics enhancements. If you are passionate about delivering best practices for code quality and maintainability, we want to hear from you.

Qualifications

• Strong experience in architecture design for CX systems.
• Proven track record in system integrations and performance optimization.
• Expertise in AI enhancements and analytics.

Responsibilities

• Design and develop NICE CXone architecture for inbound/outbound channels.
• Lead design of ACD/IVR call flows integrating various systems.
• Optimize system performance and ensure compliance with standards.

Skills

Architectural design

Integration management

Telephony systems

AI/automation

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or related field

Tools

NICE CXone

LiveVox

REST/SOAP/Webhooks

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Technical Lead

2 days ago Requisition ID: 1261

Salary Range: $85,000.00 To $110,000.00 Annually

Job Description

• Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox
• Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.
• Ensuring scalability, high availability, disaster recovery, and compliance in architecture
• Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks
• Support telephony integrations
• Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.
• Ensure adherence to best practices for performance, security, compliance, regulatory standards.
• Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed
• Drive AI/automation/analytics enhancements across the CX stack
• Evaluate new features and roadmap updates to adopt in the environment
• Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance
• Continuous improvement by monitoring and measuring system performance, identify improvements (routing optimization, automation, analytics).
• Optimize system performance and troubleshoot complex issues.
• Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.
• Liaison with client, provide consulting for cloud migration and CX transformation.
• Implement best practices for code quality and maintainability.
• Lead root cause analysis for platform issues and critical incidents