NICE Architect

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.