Role Name: NICE - CXone
Location: Fort Mill, SC (Onsite)
Start date: 6-12 Months

JOB DESCRIPTION:
Core Responsibilities
Design Development
o Architect design and maintain NICE InContact solutions including IVR ACD Campaigns Teams and Routing strategies
o Build and automate call center workflows including writing call flows prompts and scripts
o Ensure adherence to SDLC processes for all development and deployment activities
Integration Automation
o Develop and maintain APIs middleware and ETL jobs for system integrations
o Implement automation for user provisioning skill assignment and policy management
System Health Performance
o Monitor system health troubleshoot issues and optimize performance
o Ensure observability logging and proactive alerting for all critical components

Technical Expertise Required
Cloud Infrastructure
o Amazon Web Services AWS Strong experience including exposure to Generative LLM technologies
o Networking concepts and protocols such as WebRTC for voice and video
Contact Center Technologies
o NICE InContact platform IVR ACD Skills Campaigns and Workforce Management
o Nexidia Speech Analytics Implementation and optimization
o Workforce Management WFM Scheduling forecasting and intraday adjustments
o Quality Management Familiarity with tools like Quality Central
AI NLU
o Natural Language Understanding NLU Specifically Ophelia
o Conversational AI and ASR tuning for improved customer experience
CRM Omnichannel
o Integration with Salesforce and Dynamics
o Development of Click to Call 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