Technical Delivery Lead, EES – NiCE Cognigy AI

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

📋 Description

• Take ownership of technical delivery and management for a specific domain or platform.

• Collaborate with product managers, designers, quality assurance, and other cross-functional teams to provide solutions that meet scope, timeline, and quality standards.

• Prioritize team tasks based on the priorities and bandwidth set by IT leadership.

• Act as the IT representative in project and business meetings and engagements.

• Enhance solution functionality and efficiency while delivering business value.

• Work alongside business areas to optimize systems and applications.

• Assess deployed services and create plans for optimizing delivery and support mechanisms.

• Offer technical guidance, training, direction, and subject matter expertise.

• Lead and review work products and daily tasks to ensure quality.

• Design, architect, and oversee the development of complex software systems focusing on scalability, reliability, and maintainability.

• Manage the complete development lifecycle from requirements gathering and design to implementation, testing, and deployment.

• Establish and enforce coding standards, best practices, and development methodologies.

• Conduct regular code reviews.

• Identify technical risks and suggest mitigation strategies.

• Prioritize and schedule deliverables with product managers based on business goals and resource availability.

• Provide progress updates to project stakeholders, including accomplishments, challenges, and proposed solutions.

• Analyze new industry trends, technologies, and frameworks for application within the organization.

• Promote AI adoption and business outcomes by identifying, prioritizing, and delivering AI-enabled capabilities.

• Develop AI capabilities by ensuring teams are equipped, trained, and expected to utilize AI tools and practices.

• Perform additional job-related duties as assigned.

⛳️ Requirements

• A Bachelor’s degree in Business, Computer Science, or a related field is required.

• Relevant work experience may be accepted in lieu of the required education.

• A minimum of five (5) years of experience in systems management and analysis is required.

• At least three (3) years of experience in Technology/Architecture leadership is preferred.

• Proven technical leadership experience with NICE CXone in an enterprise contact center setting is preferred.

• Experience in implementing or supporting Cognigy AI or similar enterprise conversational AI platforms is preferred.

• Advanced SQL and data analysis experience is preferred.

• Familiarity with REST APIs, cloud/SaaS integrations, CRM integrations, observability, and production support is preferred.

• Experience leading technical delivery across internal engineering teams, business partners, and external vendors is preferred.

• Proficiency in Agile methodologies is required.

• Project planning and project management experience is preferred.

• Familiarity with Product Management environments and Cloud technologies is preferred.

• Expert-level skills in technical architecture, project management, and team collaboration.

• Strong hands-on knowledge of NICE CXone, including contact center capabilities, Studio/workflows, IVR/ACD, digital channels, platform configuration, integrations, APIs, environment management, and production support.

• In-depth knowledge of Cognigy AI and conversational/agentic AI solutions, including virtual-agent design, orchestration, integrations, deployment, monitoring, and troubleshooting.

• Proficient in SQL with the ability to write and optimize complex queries, analyze operational and application data, troubleshoot data issues, and support reporting and integration needs.

• Capability to design and lead integrations between NICE CXone, Cognigy, CRM, and enterprise platforms using REST APIs and related integration patterns.

• Comprehensive understanding of engineering practices for environment separation, access and credential controls, code/configuration promotion, logging, monitoring, and production readiness.

• Strong technical troubleshooting skills across application, integration, data, and vendor-platform layers.

• Ability to review technical designs, configurations, scripts, queries, APIs, and implementation approaches for quality, scalability, reliability, security, and maintainability.

• Capacity to collaborate directly with vendors and implementation partners while maintaining internal technical ownership.

• Strong analytical, evaluative, and problem-solving skills.

• Excellent critical listening and thinking abilities.

• Strong capacity for learning and the ability to teach others.

• Solid project planning and management skills.

• Proficient in technical teaching, programming, analysis, and specification skills.

• Familiarity with network protocols and security standards may be required.

• Knowledge of application development tools, methodologies such as Agile, and architecture skills.

• Strong understanding of best practices related to application development or infrastructure standards.

• Excellent written and verbal communication skills.

• Effective organizational and prioritization skills.

• Cloud certification is preferred.

• Knowledge of healthcare and managed care philosophy is preferred.

🏝️ Benefits

• Potential bonus linked to company and individual performance.

• Comprehensive and substantial total rewards package.

• Total well-being support.