Infrastructure Engineer

This is a fully remote position, open to applicants in France.

📋 Description

• Serve as the primary subject matter expert on NICE CXone, architecting, optimizing, and supporting the cloud-based communication ecosystem.

• Diagnose issues, enhance, and construct advanced workflows within intricate existing routing scripts.

• Design, create, and implement conversational AI solutions, including AI agents, LLMs, web/chat bots, and Agentic voice agents.

• Engineer, support, and troubleshoot real-time API integrations among NICE CXone, Salesforce, ServiceNow, and EPIC.

• Implement, manage, and optimize products for fraud protection and voice biometrics.

• Lead technical troubleshooting, conduct root-cause analysis, and develop permanent solutions for significant platform incidents and outages.

• Mentor CCaaS Analysts and Engineers in scripting, AI, and integration techniques.

• Establish proactive monitoring systems to ensure service quality.

• Maintain thorough documentation of architectures, scripting logic, integration data flows, and standard operating procedures (SOPs).

⛳️ Requirements

• In-depth, hands-on knowledge of system design and integration with NICE CXone, Salesforce, ServiceNow, and EPIC platforms.

• Extensive experience in AI technologies, which includes complex integrated AI agents, LLM prompting, web/chat bots, and Agentic voice solutions.

• Demonstrated ability to interpret, refactor, and extend complex existing scripts and codebases.

• Strong expertise in the implementation of fraud protection and voice biometrics products.

• Advanced analytical problem-solving capabilities with a track record of resolving major outages and tier-3 escalations.

• Excellent communication skills.

• Commitment to technical mentorship and interdepartmental collaboration.

• Passion for innovation, ongoing learning, and process automation.

• Bachelor's Degree in Computer Science, Information Technology, or equivalent technical experience.

• Willingness to attend internal and external meetings via video calls as needed.

• Capability to work onsite at corporate or client offices as required.

• Ability to remain stationary at a desk and work on a computer for extended periods.

• Physical capability to bend, kneel, crouch, and reach overhead as necessary.

• Hand-eye coordination sufficient to operate computers and office equipment.

• Close vision capability, tolerance for fluorescent lighting, and ability to adjust focus.

• For positions requiring travel/event attendance, the ability to lift 25 lbs.

• For positions requiring travel/event attendance, a valid driver's license and acceptable driving record.

🏝️ Benefits

• Competitive salary package.

• Share plan.

• Company performance bonuses.

• Value-based recognition awards.

• Referral bonus.

• Career coaching.

• Global career opportunities.

• Non-linear career paths.

• Internal development programs for management and technical leadership.

• Complex project involvement.

• Rotations.

• Access to internal tech communities.

• Training opportunities.

• Certifications.

• Coaching support.

• Subscriptions to online learning platforms.

• Pass-it-on sessions.

• Workshops.

• Conferences.

• Hybrid work model.

• Flexible working hours.

• Employee assistance program.

• Global internal wellbeing program.

• Access to wellbeing apps.

• Hobby clubs and interest groups.

• Inclusion and diversity initiatives.

• Events and celebrations.

• Comprehensive medical, dental, vision, and disability coverage.

• Flexible Spending Accounts (Medical, Transit, and Dependent Care).

• Employer-paid life insurance and AD&D coverages.

• Health Savings Account paired with a cost-effective High Deductible Medical Plan.

• 401(k) Safe Harbor Retirement plan with employer match and immediate vesting.