Description:
• Lead technical discovery, opportunity qualification, and solution development with clients and partners.
• Own the end-to-end technical architecture for CCaaS implementations, including routing strategy, ACD and IVR design, API integrations, and external data integrations.
• Create technical documentation for detailed designs, customer requirements, and solution scope.
• Lead technical resources on client projects and estimate, supervise, and guide technical efforts across project phases.
• Develop reusable code libraries and support custom development for real-time contact center systems.
• Advise on testing strategy and contribute to test plans and solution validation.
• Participate in client workshops and executive meetings to gather requirements, document business drivers, and build transformation roadmaps and business cases.
• Collaborate with internal teams, partners, and clients to produce architecture diagrams, bill of materials, proposal materials, and solution reviews.
• Support pre-sales and post-sales activities, including RFP responses, deal closure, and configuration questions.
• Mentor junior consultants and provide thought leadership on CX transformation and CCaaS platform capabilities.
Requirements:
• Bachelor’s degree in computer science, IT, or engineering preferred.
• 10+ years of experience in contact center and UC environments.
• 5+ years of NICE CXone software development experience, including design, custom and common coding, and testing of real-time systems.
• Experience designing and implementing end-to-end architecture using cloud telephony platforms such as Genesys Pure Cloud, Five9, Amazon Connect, Cisco, Avaya, or NICE CXone.
• Experience with enterprise-level CCaaS architecture for complex business needs.
• Cloud network infrastructure experience.
• Experience presenting to executive-level stakeholders, including both technical and non-technical audiences.
• Knowledge of or certifications in Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Google CCAI, NICE CXone, Verint, Calabrio, CRM systems, and process automation technologies.
• Strong programming knowledge in JavaScript, Python, Java, or C++.
• Ability to function effectively in both pre-sales and post-sales roles.
Benefits:
• $170,000 - $200,000 annual salary.
• Eligibility to participate in an annual incentive program.
• Medical, dental, and vision coverage.
• Tax-advantaged health care accounts.
• Financial and income protection benefits.
• Paid time off (PTO) and wellness time off.
• Remote work eligibility.
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