NICE CX-One Lead Engineer - Remote

Overview

Miratech is seeking a skilled NICE CX-One Lead engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. In this role, you will lead, design and implement NICE-based routing solutions, develop secure and compliant IVR applications, and play a key role in the migration of legacy call center systems to modern omnichannel platforms.

In Short

• Serve confidently in a client-facing role, managing multiple stakeholders effectively.
• Coordinate and execute release planning, development, testing, and deployment of IVR enhancements across multiple agencies.
• Design and build call flows, chat solutions, and backend system integrations using APIs.
• Provide Subject Matter Expertise (SME) for NICE BU, contributing to solution design and optimizing network solutions.
• Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.
• Collaborate with the architecture team to design, develop, and integrate APIs.
• Translate business requirements into technical requirements, preparing design documents for application development.
• Provide troubleshooting support and technical assistance for scripting and system issues.
• Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems.
• Act as an SME, guiding team members in designing and achieving requested IVR enhancements.

Requirements

• 5+ years of experience with NICE InContact and/or NICE CXone.
• 3+ years of experience scripting in NICE CXOne Studio.
• Strong conflict management skills with the ability to navigate and resolve issues.
• Excellent organizational communication skills, both written and verbal.
• Proven ability to collaborate and work effectively in a team environment.
• Experience in creating contact center dashboards.
• Familiarity with Salesforce.
• Basic knowledge of intersystem networking and data traffic flow between components.
• Ability to troubleshoot end-to-end call center applications.

Benefits

• Join an unstoppable technology development team with a 99% project success rate.
• Enjoy a comprehensive compensation and benefits package, including health insurance.
• Make the most of the flexibility that comes with remote work.
• Reap the benefits of a range of professional development opportunities.
• Collaborate on impactful projects for top global clients.
• Be a part of a dynamic, global team and thrive in an inclusive environment.
• Join our sustainable business practices focused on social sustainability.