CCaaS Sr Engineer (Technology)

Role overview

Serve as a senior technical specialist for a cloud-based contact center environment, with a focus on NICE CXone. The role centers on improving and supporting established systems, integrating them with enterprise platforms, and advancing voice and AI capabilities. It also calls for mentorship and leadership during complex incident investigations.

Responsibilities

- Architect, optimize, and support the existing cloud communications environment. - Improve system performance and integration across contact center and enterprise platforms. - Lead adoption of emerging AI and voice technologies in the contact center landscape. - Provide technical expertise and mentorship to engineering teams. - Lead root-cause investigation and resolution for major contact center incidents.

Requirements

- Senior-level engineering capability in cloud-based contact center systems. - Deep technical expertise with NICE CXone and complex existing architectures. - Ability to improve performance and deliver integrations across enterprise platforms. - Experience guiding engineering teams and leading resolution of high-impact technical events.

Benefits and work setup

- The listing describes a broad benefits package that includes healthcare coverage and a 401(k) match.