15 days ago
Remote, United StatesMid Level
Base Salary
$66k - $102k/yr
Responsibilities
- Document business requirements and facilitate application design discussions.
- Participate in coding, feature integration, code reviews, repository maintenance, testing, and bug resolution.
- Design NICE CXone architecture and ACD/IVR call flows for voice and digital channels with LiveVox.
- Develop high-level and low-level designs, data-flow diagrams, routing plans, migration roadmaps, cutover plans, and fallback strategies.
- Define and support integrations across CRM, ERP, WFM, QM, analytics, and telephony systems using REST, SOAP, and webhooks.
- Conduct architectural reviews, validate solution designs, approve integrations and scripts, and guide CXone module usage.
- Drive AI, automation, and analytics enhancements while monitoring and optimizing system performance.
- Lead root-cause analysis and resolution of complex platform issues and critical incidents.
- Develop user training, documentation, support frameworks, and knowledge-base records.
- Collaborate with clients and cross-functional teams on cloud migration, CX transformation, architecture, routing, integration, and performance issues.
Requirements
- Bachelor's degree or foreign equivalent from an accredited institution, or three years of progressive specialty experience in lieu of each year of education.
- Experience designing NICE CXone architecture and call flows for inbound and outbound voice and digital channels with LiveVox.
- Experience developing high-level and low-level designs, data-flow diagrams, and routing plans.
- Knowledge of scalability, high availability, disaster recovery, compliance, telephony integrations, and CXone modules including ACD, IVR, WFM, QM, Analytics, and Digital Channels.
- Experience with CRM, ERP, workforce management, quality management, analytics, and telephony integrations using REST, SOAP, and webhooks.
- Ability to conduct architectural reviews, troubleshoot complex issues, lead root-cause analysis, and drive continuous improvement.
- Strong communication, collaboration, requirements translation, software integration, testing, and hands-on coding skills.
- Candidates must be authorized to work for any employer in the United States without employer-based visa sponsorship.
- Position may require relocation and/or travel to the work or project location.
Benefits
- Medical, dental, vision, and life insurance.
- Long-term and short-term disability coverage.
- Health and dependent-care reimbursement accounts.
- Accident, critical illness, hospital indemnity, and legal insurance.
- 401(k) plan with contributions dependent on salary level.
- Paid holidays and paid time off.
- The position may require relocation and/or travel to the work or project location.
Tech Stack
SOAP
Categories
Solutions Engineering
About Infosys
Infosys is a public IT services and consulting company that builds and runs software systems for large enterprises across industries. It provides consulting, systems integration, cloud and AI services, engineering, and business process outsourcing, and sells platforms such as EdgeVerve's Finacle core banking suite. Founded in 1981 and headquartered in Bangalore, it serves clients in 50+ countries and is listed on the NSE, BSE, and NYSE.