Infrastructure Engineer

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

📋 Description

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

• Improve complex existing architectures and enhance overall system performance.

• Facilitate seamless integrations across various enterprise platforms.

• Champion the adoption of cutting-edge AI and voice technologies.

• Troubleshoot, expand, and create advanced workflows in intricate NICE CXone routing scripts.

• Design, develop, and implement conversational AI solutions, which include AI agents, LLMs, web/chat bots, and Agentic voice agents.

• Engineer, support, and resolve issues related to real-time API integrations between NICE CXone, Salesforce, ServiceNow, and EPIC.

• Manage, implement, and optimize fraud protection and voice biometrics solutions.

• Lead technical troubleshooting efforts, perform root-cause analysis, and provide permanent solutions for significant platform incidents and outages.

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

• Establish proactive monitoring systems and ensure service quality verification.

• Maintain comprehensive documentation of architectures, scripting logic, integration data flows, and standard operating procedures.

⛳️ Requirements

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

• Extensive experience with AI technologies, including the development of complex integrated AI agents, LLM prompting, web/chat bots, and Agentic voice solutions.

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

• Strong expertise in implementing fraud protection and voice biometrics solutions.

• Advanced analytical and problem-solving skills, with a proven track record of addressing major outages and tier-3 escalations.

• Excellent communication skills with a commitment to technical mentorship and collaboration across teams.

• A strong inclination towards innovation, continuous learning, and process automation.

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

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

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

• Capacity to remain stationary at a desk and utilize a computer for extended periods.

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

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

• Vision capabilities including close vision, tolerance to fluorescent lighting, and ability to adjust focus.

• For roles requiring travel or event attendance, the ability to lift up to 25 lbs.

• For roles requiring travel or event attendance, a valid driver's license and an acceptable driving record are necessary.

🏝️ 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.

• Involvement in complex projects.

• Opportunities for rotations.

• Access to internal tech communities.

• Training and certifications.

• Coaching and online learning platform subscriptions.

• Pass-it-on sessions and workshops.

• Attendance at conferences.

• Hybrid work and flexible working hours.

• Employee assistance program.

• Global internal wellbeing program.

• Access to wellbeing applications.

• Inclusion and diversity initiatives.

• Various events and celebrations.

• 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 low-cost High Deductible Medical Plan.

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