Senior CCaaS Engineer/SME for NICE CXone

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. 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.

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.