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Senior CCaaS Engineer/SME for NICE CXone

GEE Group, Inc
  • Malvern, PA
  • Remote
  • $70 Per Hour
  • Instant Apply
1 day ago

Job Description

Senior CCaaS Engineer — NICE CXone Opportunity

Job Summary
We are seeking a highly experienced Senior CCaaS Engineer to architect, optimize, integrate, and support a complex cloud-based contact center environment, with a primary focus on NICE CXone.

This is a highly technical engineering role focused on enhancing and optimizing an established enterprise CCaaS ecosystem rather than simply implementing new systems. The Senior CCaaS Engineer will serve as a subject matter expert for NICE CXone, working across complex routing architectures, enterprise integrations, AI and automation technologies, security solutions, and voice technologies.

Contract Details
  • 100% remote.
  • 12 month contract (expected to be long-term w/ extensions).
  • Target Pay: $70/hr W2.
  • No C2C or H1B sponsorship at this time.

Key Responsibilities
NICE CXone Engineering & Scripting
  • Serve as a senior technical subject matter expert for the NICE CXone platform.
  • Design, configure, optimize, and support complex CXone architectures and workflows.
  • Analyze, troubleshoot, refactor, and enhance existing NICE CXone routing scripts and applications.
  • Develop advanced routing logic and workflows to support evolving business requirements.
  • Troubleshoot complex call flows, routing issues, platform configurations, and performance problems.
  • Design scalable solutions that improve contact center functionality, reliability, and customer experience.
  • Support platform enhancements, upgrades, migrations, and new CXone capabilities.

AI, Automation & Conversational Technologies
  • Design, develop, test, and deploy advanced conversational AI solutions within the contact center ecosystem.
  • Develop and optimize AI agents, LLM-based solutions, web and chat bots, and next-generation voice/agentic AI solutions.
  • Develop effective LLM prompts and conversational workflows to improve automation and customer interactions.
  • Identify opportunities to leverage AI and automation to improve contact center efficiency and customer experience.
  • Integrate AI capabilities with existing CCaaS workflows and enterprise applications.
  • Evaluate emerging AI and voice technologies and recommend solutions that provide measurable business value.

Enterprise Integrations
  • Engineer, support, and troubleshoot real-time integrations between NICE CXone and enterprise applications.
  • Develop and maintain integrations with platforms such as:
  • Salesforce
  • ServiceNow
  • EPIC
  • Other enterprise applications and APIs
  • Troubleshoot API integrations, authentication, data flows, web services, and real-time communication between systems.
  • Analyze integration failures and performance issues and implement long-term corrective solutions.
  • Document integration architecture, dependencies, data flows, and technical requirements.
  • Partner with application, infrastructure, and enterprise architecture teams to ensure reliable end-to-end integrations.

Security, Fraud Prevention & Voice Biometrics
  • Implement, administer, and optimize contact center security and fraud prevention technologies.
  • Support the implementation and integration of voice biometric solutions.
  • Configure and optimize fraud detection and authentication capabilities.
  • Analyze security and authentication workflows to identify opportunities for improved protection and customer experience.
  • Collaborate with security and risk teams to ensure contact center solutions meet enterprise security requirements.

Major Incident Management & Tier 3 Escalation
  • Serve as a senior technical escalation point for complex CCaaS incidents and platform issues.
  • Act as a technical lead during major contact center outages and service-impacting events.
  • Rapidly troubleshoot complex platform, routing, integration, and application issues.
  • Lead detailed root-cause analysis and develop permanent corrective actions.
  • Coordinate with internal engineering teams, vendors, and technology partners during critical incidents.
  • Identify recurring issues and implement proactive solutions to prevent future incidents.
  • Participate in critical incident response and escalation processes as required.

Monitoring, Quality & Proactive Engineering
  • Develop and implement proactive monitoring and alerting strategies for the CCaaS environment.
  • Monitor platform health, performance, integrations, routing, and service quality.
  • Identify anomalies and potential service-impacting issues before they affect customers or agents.
  • Establish appropriate operational metrics and service-quality indicators.
  • Analyze trends and performance data to identify opportunities for optimization.
  • Continuously improve platform reliability, performance, and operational resilience.

Technical Leadership & Mentorship
  • Serve as a technical mentor to CCaaS Analysts, Engineers, and support teams.
  • Provide guidance on advanced CXone scripting, integrations, troubleshooting, AI, and automation.
  • Establish technical standards and best practices for CCaaS engineering.
  • Participate in architecture discussions and provide technical recommendations for complex initiatives.
  • Collaborate with cross-functional teams including application development, infrastructure, security, enterprise architecture, and business stakeholders.
  • Promote knowledge sharing and development of technical capabilities across the engineering organization.

Documentation & Standards
  • Create and maintain comprehensive technical documentation for the CCaaS environment.
  • Document system architecture, configurations, routing logic, integrations, APIs, data flows, and dependencies.
  • Develop and maintain standard operating procedures, troubleshooting guides, and technical runbooks.
  • Ensure documentation remains accurate and current as systems and integrations evolve.
  • Establish and maintain engineering standards for configuration, development, testing, and operational support.

Required Qualifications
  • Significant hands-on experience engineering and administering NICE CXone or a comparable enterprise CCaaS platform.
  • Strong experience designing, troubleshooting, and enhancing complex contact center routing scripts and workflows.
  • Proven experience working with complex enterprise integrations and APIs.
  • Strong experience integrating CCaaS platforms with enterprise applications such as Salesforce, ServiceNow, and/or EPIC.
  • Advanced troubleshooting and analytical problem-solving skills.
  • Demonstrated experience leading Tier 3 escalations and resolving complex production incidents.
  • Experience performing root-cause analysis and implementing permanent corrective actions.
  • Strong understanding of cloud-based contact center architectures and technologies.
  • Experience with automation, scripting, APIs, and system integration.
  • Strong communication and documentation skills.
  • Demonstrated ability to mentor technical teams and provide senior-level technical guidance.

AI & Emerging Technology Experience
  • Hands-on experience with conversational AI and AI-powered customer experience technologies.
  • Experience developing or integrating:
  • LLM-based applications
  • AI agents
  • Agentic voice solutions
  • Conversational chatbots
  • Web bots
  • Voice bots
  • Experience with prompt engineering and tuning LLM-based solutions.
  • Ability to integrate AI technologies into existing enterprise workflows and applications.
  • Strong interest in emerging AI, automation, and voice technologies.

Preferred Qualifications
  • Experience with NICE CXone Studio and advanced scripting.
  • Experience with NICE CXone APIs and integrations.
  • Experience with NICE CXone AI, automation, or digital engagement capabilities.
  • Experience with voice biometrics and fraud prevention technologies.
  • Experience with Salesforce integrations.
  • Experience with ServiceNow integrations.
  • Experience integrating with healthcare or clinical platforms such as EPIC.
  • Experience with REST APIs, web services, JSON, authentication, and real-time integrations.
  • Experience with cloud-based monitoring and observability platforms.
  • Experience working in large, complex enterprise environments.
  • Experience supporting highly available, customer-facing platforms.

Education
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline preferred.
  • Equivalent combination of education, certifications, and significant technical experience may be considered.

Numbers & Facts

LocationMalvern, PA (
Remote
)

Skills

  • Analysis Skillsunmatched
  • Application Integrationunmatched
  • Application Programming Interface (API)unmatched
  • Artificial Intelligence (AI)unmatched
  • Artificial Intelligence (AI) Agentsunmatched
  • Authenticationunmatched
  • Automationunmatched
  • Best Practicesunmatched
  • Biometricsunmatched
  • Call Centersunmatched
  • Call Routingunmatched
  • Cloud Computingunmatched
  • Communication Skillsunmatched
  • Computer Scienceunmatched
  • Continuous Improvementunmatched
  • Conversation Engineunmatched
  • Corrective Actionunmatched
  • Cross-Functionalunmatched
  • Customer Experienceunmatched
  • Customer Relationsunmatched
  • Documentationunmatched
  • Ecosystemsunmatched
  • Enterprise Applicationsunmatched
  • Enterprise Architectureunmatched
  • Enterprise Protectionunmatched
  • Epic Systemsunmatched
  • Failure Analysisunmatched
  • Healthcareunmatched
  • High Availabilityunmatched
  • Identify Issuesunmatched
  • Incident Managementunmatched
  • Incident Responseunmatched
  • Information Technology & Information Systemsunmatched
  • JSONunmatched
  • Leadershipunmatched
  • Mentoringunmatched
  • Metricsunmatched
  • Network Routingunmatched
  • Online Chatunmatched
  • Operational Supportunmatched
  • People Managementunmatched
  • Performance Analysisunmatched
  • Problem Solving Skillsunmatched
  • Quality Engineeringunmatched
  • Quality Monitoringunmatched
  • REST (Representational State Transfer)unmatched
  • Realtime Communicationsunmatched
  • Refactoringunmatched
  • Reliability Engineeringunmatched
  • Riskunmatched
  • Root Cause Analysisunmatched
  • Salesforce.comunmatched
  • Scripting (Scripting Languages)unmatched
  • Security Analysisunmatched
  • Security Architectureunmatched
  • ServiceNowunmatched
  • Software Developmentunmatched
  • Standard Operating Procedures (SOP)unmatched
  • Standards Developmentunmatched
  • System Architectureunmatched
  • System Integration (SI)unmatched
  • Systems Administration/Managementunmatched
  • Technical Leadershipunmatched
  • Technical Writingunmatched
  • Test Plan/Scheduleunmatched
  • Testingunmatched
  • Trend Analysisunmatched
  • Voice Productsunmatched
  • Web Servicesunmatched

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