Senior CCaaS Engineer
Job Summary
Working remotely on a contract basis, the Senior CCaaS Engineer will architect, optimize, and support cloud-based contact center solutions, focusing on NICE CXone platform integration, AI innovation, and complex system troubleshooting.
Key responsibilities
- Provide deep technical support and enhancements for existing cloud contact center architecture
- Lead integrations with enterprise platforms such as Salesforce, ServiceNow, and EPIC to enhance customer experiences
- Design and deploy advanced AI and automation solutions, including conversational AI and chatbots
Required qualifications
- Extensive experience with NICE CXone, enterprise API integrations, and complex scripting
- Proven expertise in AI technologies, including LLMs, web/chat bots, and voice agents
- Strong background in implementing fraud protection systems and voice biometric solutions
- Demonstrated ability to troubleshoot major outages and perform root-cause analysis efficiently
- Bachelor's Degree in Computer Science, Information Technology, or equivalent technical experience
Complete Job Description
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