NICE Platform Engineer

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

📋 Description

• Design, configure, and sustain NICE CXone / NICE inContact / NICE Engage platforms at an enterprise level.

• Oversee comprehensive platform implementations, migrations, and significant upgrades.

• Create and enhance IVR flows, call routing methods, ACD configurations, and omnichannel contact pathways.

• Integrate the NICE platform with enterprise CRM and ticketing systems (e.g., Salesforce, ServiceNow, Microsoft Dynamics).

• Act as a senior technical liaison for US-based Fortune 100 client stakeholders.

• Manage platform governance, security settings, user provisioning, and access control.

• Lead the resolution of critical incidents and platform outages with promptness and accuracy.

• Create architectural documentation, technical runbooks, SOPs, and integration specifications.

• Offer technical mentorship and support to junior engineers and platform administrators.

• Work together with business stakeholders to translate intricate requirements into scalable platform solutions.

• Manage reporting, analytics, and WFM/QM module configurations as required.

• Engage in change management, release planning, and Agile/ITIL delivery methodologies.

⛳️ Requirements

• Over 5 years of direct experience with NICE CXone, NICE inContact, or NICE Engage.

• Proven track record in architecting and leading enterprise-level NICE platform implementations.

• Extensive expertise in IVR/ACD design, CXone Studio, and the development of omnichannel contact flows.

• Significant experience integrating NICE with enterprise CRM/ticketing systems using APIs and middleware.

• Strong knowledge of contact center telephony (SIP, PSTN, VoIP) at an enterprise scale.

• Demonstrated ability to communicate effectively with senior stakeholders and Fortune 100 clients.

• Capability to lead cross-functional projects and technical teams.

• Proficient documentation and architectural design capabilities.

• Exceptional written and verbal English skills — executive-level communication is essential.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities