Cloud Engineer III

iSpace, Inc. is seeking a Cloud Engineer III to serve as a subject matter expert for the NICE CXone cloud-based communication ecosystem. The role focuses on complex scripting, conversational AI, enterprise integrations, security and biometrics, major incident troubleshooting, technical mentorship, monitoring, and documentation.

Responsibilities:

• Jump into existing, highly complex routing scripts to troubleshoot issues, expand capabilities, and build out advanced workflows for new business requirements
• 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
• Engineer, support, and troubleshoot deep, real-time API integrations between NICE CXone and key enterprise platforms including Salesforce, ServiceNow, and EPIC
• Implement, manage, and optimize fraud protection products and voice biometrics to ensure secure and seamless customer experiences
• Act as a critical incident technical lead to rapidly troubleshoot major platform events or outages. Lead root-cause analysis and implement permanent technical solutions
• Actively serve as a technical mentor to CCaaS Analysts and Engineers, elevating the team's capabilities in scripting, AI, and advanced integration methodologies
• Implement robust, proactive monitoring solutions and verify service quality to identify and correct anomalies before they impact the business
• Maintain comprehensive documentation of architectural configurations, scripting logic, integration data flows, and standard operating procedures (SOPs)

Requirements:

• No Visa Sponsorship Available
• 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
• Bachelor's Degree in Computer Science, Information Technology, or equivalent technical experience