What are the responsibilities and job description for the NICE CXone Development Lead / Technical Lead position at New York Technology Partners?
Title: NICE CXone Development Lead / Technical Lead
Location: Cincinnati, OH (Onsite)
Position: Contract
Role Summary
• We are seeking an experienced NICE CXone Development Lead who can provide hands‑on technical leadership, solution design, and delivery ownership on the NICE CXone platform.
• The role requires deep expertise in CXone configuration, IVR/Studio development, WFM/WEM, integrations, and AI‑enabled CX features, along with the ability to mentor teams and drive best practices across complex contact center implementations.
Key Responsibilities:
• Own technical architecture, detailed design, and development on the NICE CXone platform
• Act as hands‑on SME and technical lead, contributing directly to configuration, scripting, and solution build
• Design and deliver end‑to‑end CXone solutions including:
• IVR / Studio call flows
• Omnichannel workflows
• CRM‑embedded agent experiences
• Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security
• Work closely with business, architects, and delivery teams to understand requirements and design target‑state solutions
• Lead integration design and implementation, including CRM screen pops and REST‑based integrations
• Conduct code/configuration reviews to ensure quality, maintainability, and security
• Coach and mentor developers; provide technical guidance across the team
• Contribute to architecture plans, estimates, and delivery timelines
• Support change and release initiatives related to CXone platform enhancements
Must‑Have Skills & Experience:
• 8 years of experience in CCaaS platforms, with strong focus on NICE CXone
• 5 years of hands‑on experience with:
• NICE IVR / Studio scripting
• WFM / WEM
• Reports and dashboards
• JavaScript / scripting within CXone
• Experience with CRM‑embedded CXone agent, screen pop, and customer journey integration
• 2 years of hands‑on experience with REST/API‑based CRM integrations
• Strong understanding of AI/ML capabilities within NICE CXone and AI‑led CX use cases
• NICE Advanced Certifications (preferred)
• Strong knowledge of Agile delivery, Jira, and Scrum
• Excellent communication, documentation, and presentation skills
Nice to Have:
• Experience with NICE Quality Management (QM)
• Exposure to large enterprise or multi‑region CXone deployments
• Experience working in high‑availability, regulated environments
Key Competencies:
• Strong technical ownership and solution mindset
• Ability to lead by hands‑on example
• Clear communicator with technical and non‑technical stakeholders
• Quality‑focused with strong design discipline