Note: The job is a remote job and is open to candidates in USA. Highspring, formerly known as MorganFranklin Consulting, is seeking a CXOne Platform Engineer to work with Cloud technology for Contact Centers. This role involves designing and developing products and features, conducting testing, and implementing change control tickets.
Responsibilities
- Design, implement, and maintain a modern, cloud native application and platform
- Improve and uphold technical standards for development and operations. This includes coding standards and department best practices
- Pilot new technologies and adopt emerging ideas from the industry
- Design, and implement scalable NICE CXone solutions including ACD, IVR, Auto Dialer, OMNI Channel, CXOne Studio, Interaction Analytics, WFM, CRM Integrations, Live Vox dialer, Medallia surveys and Auto Attendant
- Hands on experience with developing custom scripts and integrations using NICE CXone Studio
- Build, test, and troubleshoot API-based integrations and web services
- Program using languages such as C#, C++, Java, JavaScript, and Python to enhance NICE CXone solutions
- Conduct Unit/system testing and validation to ensure performance, scalability, and reliability
- Lead discovery sessions with internal and external stakeholders, translating business needs into technical solutions
- Present technical solutions, value propositions, and demo experiences to executive stakeholders
Skills
- API & Integration Experience: Ability to consume and develop APIs to connect the contact center with backend systems
- Knowledge of contact center KPIs, workforce optimization, AI/IVR integrations, and quality management tools
- Experience in business analysis and process optimization within contact center environments
- Hands-on experience implementing NICE CXone tools, reports, dashboards, training, and call/chat workflows
- Analytical Skills: Strong ability to translate business requirements into technical features
- Communication: Comfort in a client-facing or stakeholder-facing role
- Bridge the gap between business requirements and technical execution, focusing on Interactive Voice Response (IVR) systems, omnichannel routing, and backend integrations
- Comprehensive knowledge of contact center operations, IVR architecture design, and workforce management optimization
- At least one or more NICE CXone implementations
- 5+ years of experience with Nice CXOne omnichannel platform, designing, building, and optimizing cloud-based Contact Center as a Service (CCaaS) solution
- Education and Experience commensurate with a 2-year degree
Benefits
- Medical
- Dental
- Vision
- 401k
- Flex time off
Company Overview