4 hours ago
Sydney, AustraliaStaff+
Responsibilities
- Lead complex enterprise implementations from pilot through full deployment.
- Configure, program, develop, integrate, and optimize NiCE CX and AI solutions.
- Integrate systems across CRMs, APIs, and customer ecosystems.
- Collaborate with project managers and oversee project rollouts, system lifecycles, change control, and risk analysis.
- Provide business analysis, contact center expertise, tailored solution design, and guidance on operational best practices.
- Support testing, UAT, go-live readiness, hypercare, and post-deployment optimization.
- Deliver configuration workshops and enablement for customers and partners.
- Create reusable documentation, templates, workflows, use cases, test plans, and guidelines.
- Mentor NiCE staff and supervise junior client or subcontracted personnel assigned to projects.
Requirements
- Bachelor’s degree in a technical or business field such as Computer Science, Information Systems, or Engineering, or equivalent work experience.
- At least 5 years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications.
- Expertise supporting large enterprise environments, complex integrations, deployments at scale, and contact center technologies.
- Experience with CRM integrations, APIs, business analysis, call center KPIs, and call center operations.
- Experience designing and documenting workflows using tools such as Lucidchart or Microsoft Visio, including use cases, test plans, and UAT guidance.
- Familiarity with generative AI models, NLU techniques, automation principles, and trends in digital customer engagement.
- Strong analytical, communication, interpersonal, customer-orientation, accountability, and ownership skills.
Benefits
- NiCE-FLEX hybrid work model with 2 days in the office and 3 days working remotely each week.
- Collaborative, fast-paced work environment with learning opportunities and internal career paths across roles, disciplines, domains, and locations.
Categories
Solutions Engineering
About NICE
NICE builds cloud contact center platforms, customer analytics, and workforce optimization tools for enterprises and public sector agencies, including public safety recording. Its portfolio includes CXone (CCaaS), digital self-service, interaction recording, RPA, and financial crime and compliance solutions through NICE Actimize. Founded in 1986 and headquartered in Hoboken, New Jersey, NICE is a public company traded on NASDAQ under the ticker NICE, serving customers in 150+ countries.