Infrastructure Engineer- NICE CXone

The Senior CCaaS Engineer is responsible for architecting, optimizing, and supporting the cloud-based communication ecosystem, serving as a primary subject matter expert for NICE CXone. Rather than simply establishing systems from scratch, this role dives deep into complex, existing architectures to enhance system performance, drive seamless integrations across enterprise platforms, and spearhead the adoption of next-generation AI and voice technologies. The ideal candidate will thrive in a dynamic technical environment, provide high-level mentorship to engineering teams, and confidently lead root-cause resolution for major events across our diverse contact center landscape. 

• Complex Scripting & System Engineering: Jump into existing, highly complex routing scripts to troubleshoot issues, expand capabilities, and build out advanced workflows for new business requirements.
• AI & Automation Innovation: Design, develop, and deploy advanced conversational AI solutions. Write and tune complex AI agents, LLMs, web and chat bots, and Agentic voice agents to drive automation.
• Enterprise Integrations: Engineer, support, and troubleshoot deep, real-time API integrations between NICE CXone and key enterprise platforms including Salesforce, ServiceNow, and EPIC.
• Advanced Security & Biometrics: Implement, manage, and optimize fraud protection products and voice biometrics to ensure secure and seamless customer experiences.
• Major Event Troubleshooting & Escalation: Act as a critical incident technical lead to rapidly troubleshoot major platform events or outages. Lead root-cause analysis and implement permanent technical solutions.
• Mentorship & Technical Leadership: Actively serve as a technical mentor to CCaaS Analysts and Engineers, elevating the team's capabilities in scripting, AI, and advanced integration methodologies.
• Quality Assurance & Proactive Monitoring: Implement robust, proactive monitoring solutions and verify service quality to identify and correct anomalies before they impact the business.
• Documentation & Standards: Maintain comprehensive documentation of architectural configurations, scripting logic, integration data flows, and standard operating procedures (SOPs).

• Deep, hands-on system design and integration knowledge with NICE CXone, Salesforce, ServiceNow, and EPIC platforms.
• Extensive expertise in AI technologies, including writing complex, integrated AI agents, LLM prompting, web/chat bots, and Agentic voice solutions.
• Proven ability to interpret, refactor, and expand upon complex existing scripts and codebases.
• Strong background in implementing fraud protection and voice biometrics products.
• Advanced analytical problem-solving skills, with a track record of resolving major outages and tier-3 escalations.
• Strong communication proficiency with a dedication to technical mentorship and cross-team collaboration.
• A strong drive for innovation, continuous learning, and process automation.

Education:

• Bachelor's Degree in Computer Science, Information Technology, or equivalent technical experience.