Senior CCaaS Engineer / Cloud Engineer III

Title : Senior CCaaS Engineer / Cloud Engineer III

Location : Remote

Duration : 12 Months

Type : Contract - W2 (No Visa Sponsorship Available)

The Senior CCaaS Engineer is responsible for architecting, optimizing, and supporting the cloud-based communication ecosystem, serving as a primary subject matter expert for NICE CXone.

Key Responsibilities:

NICE CXone Engineering & Advanced Scripting

• Analyze, troubleshoot, and optimize complex NICE CXone routing scripts and workflows.
• Enhance existing architectures and develop advanced solutions to support evolving business requirements.
• Design scalable, efficient, and reliable contact center experiences.

AI & Automation Innovation

• Design, develop, and deploy conversational AI solutions.
• Build and fine-tune AI agents, large language model (LLM) integrations, chatbots, virtual assistants, and agentic voice solutions.
• Drive automation initiatives that improve customer experience and operational efficiency.

Enterprise Platform Integrations

• Design, support, and troubleshoot real-time integrations between NICE CXone and key enterprise platforms, including:
• Salesforce
• ServiceNow
• Epic
• Ensure secure and seamless data exchange across systems.

Security, Fraud Prevention & Biometrics

• Implement and optimize fraud prevention solutions and voice biometric technologies.
• Maintain secure authentication and customer verification processes.
• Ensure compliance with enterprise security standards and best practices.

Major Incident & Escalation Management

• Serve as a technical lead during critical incidents, outages, and platform disruptions.
• Perform root-cause analysis and drive long-term corrective actions.
• Partner with internal teams and vendors to resolve high-priority issues efficiently.

Technical Leadership & Mentorship

• Mentor and support CCaaS Analysts and Engineers.
• Share best practices in scripting, AI technologies, integrations, and contact center architecture.
• Contribute to the technical growth and capability development of the broader engineering team.

Monitoring & Quality Assurance

• Design and implement proactive monitoring solutions.
• Identify system anomalies before they impact business operations.
• Continuously improve service reliability, availability, and performance.

Documentation & Standards

• Maintain comprehensive documentation related to:
• System architecture
• Routing scripts
• Integration workflows
• Configuration standards
• Operational procedures
• Establish and promote engineering best practices and governance standards.

Required Skills and Expertise:

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field.
• Equivalent combination of education and relevant technical experience will be considered.
• Deep hands-on experience with:
• NICE CXone
• Salesforce
• ServiceNow
• Epic integrations
• Strong background in contact center architecture, cloud communications, and CCaaS platforms.
• Proven experience working with complex existing codebases, scripts, and enterprise-scale environments.
• Expertise in conversational AI technologies, including:
• AI agents
• Large Language Models (LLMs)
• Chatbots
• Voice bots
• Agentic AI solutions
• Experience integrating AI technologies into customer service environments.
• Experience implementing fraud detection, prevention, and voice biometric solutions.
• Strong understanding of secure design principles and authentication technologies.
• Demonstrated success in resolving high-severity incidents and Tier 3 escalations.
• Excellent analytical, troubleshooting, and root-cause analysis skills.
• Strong communication skills with the ability to collaborate across technical and business teams.
• Passion for innovation, continuous improvement, and process automation.

Thanks & Regards,

Suchitra Gopi

Lead Talent Acquisition Manager

iSpace, Inc.

Office: 310-929-2210

suchitra.gopi@ispace.com