2 months ago
Base Salary
$90k - $120k/yr
Responsibilities
- Own technical architecture, detailed design, configuration, scripting, and development on the NICE CXone platform.
- Design and deliver IVR/Studio call flows, omnichannel workflows, and CRM-embedded agent experiences.
- Lead CRM screen pop and REST/API-based integration design and implementation.
- Define technology roadmaps aligned with NICE best practices for scalability, performance, and security.
- Conduct code and configuration reviews and support CXone change and release initiatives.
- Prepare architecture plans, estimates, and delivery timelines.
- Coach and mentor developers and provide technical guidance across the team.
- Collaborate with business, architecture, and delivery teams to define requirements and target-state solutions.
Requirements
- 6+ years of experience with CCaaS platforms, with a strong focus on NICE CXone.
- 5+ years of hands-on experience with NICE IVR/Studio scripting and WFM/WEM.
- Experience with reports and dashboards, JavaScript/scripting within CXone, and CRM-embedded CXone agent experiences.
- 2+ years of hands-on experience with REST/API-based CRM integrations.
- Strong understanding of AI/ML capabilities within NICE CXone and AI-led customer experience use cases.
- NICE Advanced Certifications are preferred.
- Knowledge of Agile delivery, Jira, and Scrum.
- Excellent communication, documentation, and presentation skills.
Benefits
- Paid time off including vacation, company holidays, personal days, and sick leave, with vacation generally ranging from 12 to 25 days based on employee grade.
- Medical, dental, and vision coverage, or provincial healthcare coordination in Canada.
- Retirement savings plans such as 401(k) in the U.S. and RRSP in Canada.
- Life and disability insurance and employee assistance programs.
- Additional benefits may be available according to local policy and eligibility; the role is regular and full-time.
Tech Stack
Categories
About Capgemini
Capgemini is a global IT services and consulting firm that delivers strategy, cloud, AI, software engineering, and managed services to large enterprises and public-sector clients. Founded in 1967 and headquartered in Paris, it is publicly traded on Euronext Paris and operates in 50+ countries. The group expanded its engineering capabilities by acquiring Altran in 2020, now operating as Capgemini Engineering.