CXone Architect

Role : CXone Architect

Duration : Long Term Contact

Location : Fort Mill SC Hybrid

Design Development
Architect design and maintain NICE InContact 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 In Contact 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 Omnichannel
Integration with Salesforce and Dynamics
Development of ClicktoCall and Chat channels ensuring omnichannel experience
Development Skills
Fullstack development Frontend and Backend
Strong knowledge of SQL databases and data modeling
Experience with Postman for API testing and validation
Ability to build applications such as MultiFactor Authentication and Embedded Agent Workflows