CCaaS Architect & Implementation Engineer (Genesys Cloud & NICE CXone)

CCaaS Architect & Implementation Engineer (Genesys Cloud & NICE CXone)

Role Overview

We are seeking a dual-qualified CCaaS expert to both design (architect) and build (implement) contact center solutions on Genesys Cloud CX and NICE CXone. You will own the entire lifecycle, moving projects seamlessly from technical discovery to go-live.

Key Responsibilities

• Solution Architecture: Gather business requirements to design omnichannel customer journeys, IVR call flows, and workforce management (WEM) strategies.

• Hands-on Implementation: Build, configure, and script routing strategies using Genesys Cloud Architect and NICE CXone Studio/Mpower.

• Integrations: Configure native and custom APIs to connect both CCaaS platforms with CRMs (Salesforce, ServiceNow, etc.) and AI/Bot workflows.

• Testing & Deployment: Lead User Acceptance Testing (UAT), manage system cuts, troubleshoot routing bugs, and optimize system performance post-launch.

Required Qualifications

• Proven experience designing and implementing both Genesys Cloud CX and NICE CXone.

• Active certifications (e.g., Genesys Cloud Certified Professional/Developer or NICE CXone Core/Advanced Engineer).

• Strong scripting skills (Studio / Architect) and experience with REST APIs.