Technical Lead

Technical Lead Job Description

· Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox

· Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.

· Ensuring scalability, high availability, disaster recovery, and compliance in architecture

· Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks

· Support telephony integrations

· Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.

· Ensure adherence to best practices for performance, security, compliance, regulatory standards.

· Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed

· Drive AI/automation/analytics enhancements across the CX stack

· Evaluate new features and roadmap updates to adopt in the environment

· Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance

· Continuous improvement by monitoring and measuring system performance, identify improvements (routing optimization, automation, analytics).

· Optimize system performance and troubleshoot complex issues.

· Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.

· Liaison with client, provide consulting for cloud migration and CX transformation.

· Implement best practices for code quality and maintainability.

· Lead root cause analysis for platform issues and critical incidents