Technical Lead

Kaleidoscope Innovation; San Diego (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Kaleidoscope Innovation in San Diego, California, is seeking a professional to design and develop NICE CXone architectures, focusing on voice and digital channels for inbound/outbound calls. The role includes leading the design of call flows, overseeing integrations, and optimizing system performance.

The ideal candidate will have experience with telephony systems and cloud migration consulting, ensuring scalability and compliance in architecture. Key responsibilities include conducting architectural reviews and driving enhancements across the CX landscape.

Qualifications

• Experience designing NICE CXone architecture for inbound/outbound channels.
• Knowledge of data flow diagrams and routing strategies.
• Expertise in telephony integrations and CX transformation.

Responsibilities

• Design and develop NICE CXone architecture for voice and digital channels.
• Lead design of ACD/IVR call flows and ensure system performance.
• Conduct architectural reviews and validate solution designs.

Skills

NICE CXone architecture and call flows

Data flow diagrams

Performance optimization

Integration with CRM/ERP/WFM/QM

REST/SOAP/Webhooks

Cloud migration consulting

AI/automation/analytics enhancements

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