What are the responsibilities and job description for the NICE Architect position at Innorev Technologies, Inc?
Job Details
Role: NICE Architect
Core Responsibilities:
- Design & Development
- Architect, design, and maintain NICE InContact solutions including IVR, ACD, Campaigns, Teams, and Routing strategies.
- Build and automate call center workflows, including writing call flows, prompts, and scripts.
- Ensure adherence to SDLC processes for all development and deployment activities.
- Integration & Automation
- Develop and maintain APIs, middleware, and ETL jobs for system integrations.
- Implement automation for user provisioning, skill assignment, and policy management.
- System Health & Performance
- Monitor system health, troubleshoot issues, and optimize performance.
- Ensure observability, logging, and proactive alerting for all critical components.
Technical Expertise Required
- Cloud & Infrastructure
- Amazon Web Services (AWS) Strong experience, including exposure to Generative LLM technologies.
- Networking concepts and protocols such as WebRTC for voice and video.
- Contact Center Technologies
- NICE InContact platform IVR, ACD, Skills, Campaigns, and Workforce Management.
- Nexidia Speech Analytics Implementation and optimization.
- Workforce Management (WFM) Scheduling, forecasting, and intraday adjustments.
- Quality Management Familiarity with tools like Quality Central.
- AI & NLU
- Natural Language Understanding (NLU) Specifically Ophelia.
- Conversational AI and ASR tuning for improved customer experience.
- CRM & Omnichannel
- Integration with Salesforce and Dynamics.
- Development of Click-to-Call and Chat channels ensuring omnichannel experience.
Development Skills
- Full-stack development (Front-end and Back-end).
- Strong knowledge of SQL databases and data modeling.
- Experience with Postman for API testing and validation.
- Ability to build applications such as Multi-Factor Authentication and Embedded Agent Workflows.
Quality Engineering Role (One Position)
- Expertise in Hammer, Empirix, and automated call center testing.
- Ability to design and execute performance and load tests for IVR and routing flows with screen pops and integrations like forerock
Additional Responsibilities
- Ensure compliance with security and privacy standards.
- Implement robust disaster recovery and failover strategies.
- Collaborate with business teams for requirement gathering and solution design.
- Provide training and documentation for operational teams.
Soft Skills
- Strong analytical and troubleshooting capabilities.
- Excellent communication and collaboration skills.
- Ability to work in agile environments and adapt to changing priorities.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.