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Role: NICE Architect
Core Responsibilities:
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.
- 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.
- 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.
- 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
- 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.
- Strong analytical and troubleshooting capabilities.
- Excellent communication and collaboration skills.
- Ability to work in agile environments and adapt to changing priorities.