Nice CXone Architect

Title: Nice CXone Architect Location: Fort Mill, SC (Onsite) Position: Contract

Responsibilities: Design Development:
Architect design and maintain NICE In Contact solutions including IVR ACD Campaigns Teams and Routing strategies
Build and automate call center workflows including writing call flows prompts and scripts
Ensure adherence to SDLC processes for all development and deployment activities
Integration Automation
Develop and maintain APIs middleware and ETL jobs for system integrations
Implement automation for user provisioning skill assignment and policy management
System Health Performance
Monitor system health troubleshoot issues and optimize performance
Ensure observability logging and proactive alerting for all critical components

Technical Expertise Required Cloud Infrastructure
Amazon Web Services AWS Strong experience, including exposure to Generative LLM technologies
Networking concepts and protocols such as WebRTC for voice and video
Contact Center Technologies
NICE InContact platform IVR ACD Skills Campaigns and Workforce Management
Nexidia Speech Analytics Implementation and optimization
Workforce Management WFM Scheduling, forecasting, and intraday adjustments
Quality Management Familiarity with tools like Quality Central
AI NLU
Natural Language Understanding NLU Specifically Ophelia
Conversational AI and ASR tuning for improved customer experience
CRM Omni channel
Integration with Salesforce and Dynamics
Development of ClicktoCall and Chat channels ensuring Omni channel experience
Development Skills
Full stack development Frontend and Backend
Strong knowledge of SQL databases and data modelling
Experience with Postman for API testing and validation
Ability to build applications such as Multifactor Authentication and Embedded Agent Workflows