16 days ago
Base Salary
$115k - $140k/yr
Responsibilities
- Lead architecture, design, and development on the NICE CXone platform.
- Design and implement IVR/Studio workflows, omnichannel solutions, and CRM-integrated agent experiences.
- Develop REST API and CRM integrations, including screen pops and customer journey enhancements.
- Ensure scalability, performance, security, and adherence to NICE best practices.
- Conduct code and configuration reviews and support release management.
- Collaborate with business and delivery teams to translate requirements into solutions.
- Mentor developers and provide technical leadership across projects.
Requirements
- 8+ years of CCaaS experience with strong NICE CXone expertise.
- Hands-on experience with NICE IVR/Studio scripting, WFM/WEM, CXone reporting and dashboards, JavaScript, and CXone scripting.
- Experience with CRM-integrated agent desktops and customer journey solutions.
- At least 2 years of REST API and CRM integration experience.
- Strong understanding of AI-powered customer experience capabilities within NICE CXone.
- Experience working in Agile/Scrum environments.
- NICE Advanced Certifications are preferred.
- NICE Quality Management experience, large-scale or multi-region CXone implementations, and highly regulated enterprise experience are preferred.
Benefits
- Comprehensive benefits package for regular, full-time employees.
- Paid time off, including 12–25 vacation days depending on employee grade, company holidays, personal days, and sick leave.
- 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.
- Location: New York, Atlanta, Georgia, or Chicago, Illinois.
Tech Stack
Categories
Solutions Engineering
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.