Technical Lead - CX/IVR Architecture & Automation

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

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.