Senior Call Center Engineer – Architect

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

📋 Description

• Oversee the design, development, and maintenance of sophisticated contact center solutions utilizing NICE inContact/CXone.

• Improve customer interaction through IVR flows, omnichannel integration, and automation techniques.

• Create and develop products and features across various technology levels.

• Conduct unit testing, participate in code reviews, resolve defects, and provide production support.

• Guide Software Engineers and serve as a thought leader in customer experience transformation, process automation, digital transformation, and omnichannel technologies.

• Enhance software functionality with CXone Studio and C# programming.

• Design and deliver presentations on projects aimed at enhancing existing processes and the overall platform.

• Code and test projects, ensuring the delivery of high-quality software within deadlines.

• Collaborate with the Telecom team for testing and troubleshooting purposes.

• Offer technical analysis, troubleshooting, configuration, programming, architectural leadership, and systems design.

• Manage process, data, object, database, and application modeling while overseeing changes to current applications.

• Coordinate with NICE CXone technical support on platform-related challenges.

• Assist in forming CXone platform teams, skills, and campaigns.

• Develop and execute call-flow testing and support business testing initiatives.

• Carry out quarterly user audits as well as ongoing system audits and maintenance.

• Contribute to business-area assessments, user-needs evaluations, and business-systems design.

• Attend mandatory meetings and training sessions.

⛳️ Requirements

• A bachelor’s degree in computer science, IT, or engineering is preferred.

• A minimum of 5 years of experience in NICE CXone and UC environments.

• At least 3 years of software development experience, encompassing design, coding, and testing of real-time systems.

• Proficient in NICE CXone, CXone Studio, IVR/ACD, VoIP, email, SMS, chat, and CCaaS technologies.

• Familiarity with enterprise-level CCaaS architecture tailored for complex business requirements.

• Experience in network infrastructure.

• Capability to create and present to executive-level technical and non-technical stakeholders.

• Exceptional customer-facing presentation skills, including solution pitches, value propositions, and demonstrations.

• Existing knowledge and/or industry certifications in NICE CXone and process automation technologies.

• 1–3 years of .NET experience, including C# and web services.

• Strong understanding of business analysis and call-center KPI/best practices.

• Technical expertise in software engineering, programming languages, integrations, and/or databases.

• Proficiency in Microsoft Office applications such as Outlook, Word, Excel, PowerPoint, and Visio.

• Strong analytical, technical, and problem-solving abilities.

• Ability to establish and maintain effective working relationships.

• Self-driven, detail-oriented, and equipped with sound judgment.

• Willingness to thrive in a fast-paced environment.

• Successful candidates are required to complete employment and background verification checks.

🏝️ Benefits

• Flexible working hours and options for remote work.

• Opportunities for professional advancement and development.

• A collaborative and inclusive workplace culture.

• The opportunity to engage in impactful projects alongside a talented team.

• Competitive compensation in USD.

• Essential hardware and software setup provided.