4 hours ago
Responsibilities
- Troubleshoot, refactor, and expand complex NICE CXone routing scripts and workflows.
- Design, develop, and deploy conversational AI, LLM, web/chat bot, and agentic voice solutions.
- Engineer and support real-time integrations between NICE CXone, Salesforce, ServiceNow, and EPIC.
- Implement and optimize fraud protection and voice biometrics products.
- Lead technical troubleshooting, escalation, root-cause analysis, and remediation for major platform events and outages.
- Mentor CCaaS analysts and engineers in scripting, AI, and integration practices.
- Implement proactive monitoring, verify service quality, and maintain architecture and operating documentation.
Requirements
- Deep hands-on system design and integration experience with NICE CXone, Salesforce, ServiceNow, and EPIC.
- Extensive expertise writing complex AI agents, prompting LLMs, and developing web/chat bots and agentic voice solutions.
- Experience interpreting, refactoring, and expanding complex scripts and codebases.
- Strong background implementing fraud protection and voice biometrics products.
- Advanced problem-solving experience resolving major outages and tier-3 escalations.
- Bachelor's degree in Computer Science, Information Technology, or equivalent technical experience.
- Strong communication, mentoring, collaboration, innovation, and process-automation abilities.
Benefits
- Competitive salary package, share plan, performance bonuses, recognition awards, and referral bonus.
- Career coaching, global career opportunities, technical and management leadership development, training, certifications, coaching, online learning, workshops, and conferences.
- Hybrid work and flexible working hours.
- Employee assistance and global wellbeing programs, wellbeing apps, healthcare benefits, and flexible spending accounts.
- Employer-paid life insurance and AD&D coverage, health savings account, and 401(k) Safe Harbor plan with employer match and immediate vesting.
- Access to internal technology communities, hobby clubs, inclusion and diversity programs, events, and celebrations.
- May require attendance at corporate or client offices, internal and external video meetings, business travel, or event attendance as necessary.
Categories
About Endava
Endava is a London-headquartered IT services company that designs, builds, and runs digital platforms for enterprises across payments, banking, insurance, retail, telecoms, and media. It provides consulting, agile software development, testing, cloud, and managed services on a project and outsourcing basis. Founded in 2000, Endava is a public company listed on the NYSE and operates across Europe, the Americas, and Asia.