[Remote] CXOne Platform Engineer

Note: The job is a remote job and is open to candidates in USA. Highspring, formerly MorganFranklin Consulting, is seeking a CXOne Platform Engineer to work on Cloud technology for the Contact Center. This role involves designing and developing products, features, and integrations while ensuring high technical standards and collaborating with stakeholders.

Responsibilities

• Design, implement, and maintain a modern, cloud native application and platform
• Improve and uphold technical standards for development and operations. This includes coding standards and department best practices
• Pilot new technologies and adopt emerging ideas from the industry
• Design, and implement scalable NICE CXone solutions including ACD, IVR, Auto Dialer, OMNI Channel, CXOne Studio, Interaction Analytics, WFM, CRM Integrations, Live Vox dialer, Medallia surveys and Auto Attendant
• Hands on experience with developing custom scripts and integrations using NICE CXone Studio
• Build, test, and troubleshoot API-based integrations and web services
• Program using languages such as C#, C++, Java, JavaScript, and Python to enhance NICE CXone solutions
• Conduct Unit/system testing and validation to ensure performance, scalability, and reliability
• Lead discovery sessions with internal and external stakeholders, translating business needs into technical solutions
• Present technical solutions, value propositions, and demo experiences to executive stakeholders

Skills

• API & Integration Experience: Ability to consume and develop APIs to connect the contact center with backend systems
• Knowledge of contact center KPIs, workforce optimization, AI/IVR integrations, and quality management tools
• Experience in business analysis and process optimization within contact center environments
• Hands-on experience implementing NICE CXone tools, reports, dashboards, training, and call/chat workflows
• Analytical Skills: Strong ability to translate business requirements into technical features
• Communication: Comfort in a client-facing or stakeholder-facing role
• Bridge the gap between business requirements and technical execution, focusing on Interactive Voice Response (IVR) systems, omnichannel routing, and backend integrations
• Comprehensive knowledge of contact center operations, IVR architecture design, and workforce management optimization
• At least one or more NICE CXone implementations
• 5+ years of experience with Nice CXOne omnichannel platform, designing, building, and optimizing cloud-based Contact Center as a Service (CCaaS) solution
• Education and Experience commensurate with a 2-year degree

Benefits

• Competitive salary with full benefits (medical, dental, vision, 401k, flex time off, and more.)
• Occasional after-hours, weekend, and holiday work may be required in this role.

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