RE: NICE CXone SME & Technical Lead/Architect (ACD/IVR/WFM/QA) - Remote - 12 Months
pshanthi .
Relevant Experience: 10+ Years
Job Description
The NICE CXone SME & Technical Architect owns the end‑to‑end architecture, configuration, and operational excellence of the CXone platform across ACD & Omni‑Routing, IVR & Trunking, Admin & Agent Applications, and WFM & QA. This leader translates business goals into scalable contact center designs, guides delivery from discovery through hypercare, audits clients’ existing NICE CXOne environment and drives measurable improvements in customer and agent experience. The role is hands‑on (build, configure, script, and troubleshoot) while also self‑managing day‑to‑day work, leading cross‑functional delivery, and coaching teams on best practices.
Responsibilities
1) WFM & QA (must have)
- Configuration Audit
- Data model assessment against ACD
- Forecast model review
- Staffing model audit
- Regular staffing plan validation
- QA form & plan maintenance
- QA agent self‑assessment management
- QA Scorecard management
2) ACD & Omni‑Routing
- Channel Management – chat, email, SMS, Voice, etc.
- Proficiency & skill maintenance
- Routing attributes management
- Hours of Operation table maintenance
- Do Not Call (DNC) maintenance
3) IVR & Trunking
- IVR prompt management
- Studio script management for customer contact routing
- Audit any script custom code and code maintenance
- Cloud & native TTS provider management
- Carrier troubleshooting for connectivity and reachability
4) Admin & Agent Applications
- BCP sync validation & failover tenant testing
- Disposition code management
- Employee system access & management using local DB or IdP
- Employee groups, hierarchies & teams management
- Agent Quick Response management
- Service Cloud Voice Integration troubleshooting
- Voice & screen recording
Architecture, Integration & Data
- Define reference architectures, integration patterns, audits and guardrails for CXone (APIs, eventing, web services, data exports, SFTP, data lake feeds).
- Integrate with CRMs, case/knowledge, ticketing, identity, HRIS, HR feed provisioning, and analytics/BI (Power BI/Tableau).
- Establish observability (real‑time/near‑real‑time monitoring, alarms), error budgets, and SLOs; drive incident response and root cause analysis.
- Ensure security, privacy, and compliance controls (PII handling, retention, legal holds, call recording governance).
Delivery Leadership & Self‑Management
- Act as technical owner for releases: scope, design reviews, effort estimates, implementation, UAT, cutover, and hypercare.
- Run Agile ceremonies (backlog/standups/demos), manage RAID/risks, and provide executive‑ready status and KPIs.
- Create playbooks/runbooks, SOPs, and knowledge articles; mentor admins/analysts and enable frontline leaders.
- Proactively identify optimization opportunities, run A/B tests or pilots, and lead change through to measured impact.
Qualifications
- 5+ years in Contact Center/CCaaS with 2+ years focused on NICE CXone (or equivalent depth on ACD/IVR/WFM/QM).
- Proven leadership delivering complex platform changes in production—self‑managing and comfortable leading cross‑functional teams.
- Strong analytical skills; able to convert insights into action.
- Excellent stakeholder communication, documentation, and facilitation skills.
Preferred/Pluses
- NICE certifications (e.g., CXone Admin, Studio, WFM, QM/EN).
- Salesforce (CTI/Service Cloud), Dynamics, or ServiceNow integration experience.
- SBC (AudioCodes/Oracle) experience; carrier management background.
- Cloud fundamentals (Azure/AWS), security/compliance, and DevOps exposure (source control, CI/CD for scripts/config).
Working Model
- Hybrid of hands‑on engineering and architectural leadership.
- Partners with Operations, WFM, QA, IT/Network, Security, and Business stakeholders.
If you are comfortable for this position, please share me below details with DL and Visa copy.
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Employer Details:
Shanthi Pedhiredla
SOVEREIGN TECHNOLOGIES LLC