Technical Architect specializing in Nice CXOne and Nuance IVR

Responsibilities:

 Architect end-to-end IVR solutions leveraging Nuance IVR to meet client requirements and
business objectives.
 Design and configure IVR call flows, prompts, menus, and routing logic to optimize the
customer journey and ensure seamless call handling.
 Architect end-to-end architecture and design of Nice CXOne solutions, including call routing,
IVR, chat, email, and workforce optimization capabilities, to meet client requirements and
business objectives.
 Collaborate with clients, business stakeholders, and technical teams to gather requirements,
define technical specifications, and develop custom solutions using the Nice CXOne and
Nuance IVR
 Design and configure Nice CXOne contact center solutions, leveraging advanced features and
functionalities to optimize agent productivity, improve customer interactions, and drive
operational efficiency.
 Integrate Nuance IVR systems with back-end databases, CRM systems, and third-party
applications to enable personalized customer interactions and data-driven decision-making.
 Implement best practices for IVR system performance monitoring, troubleshooting, and
optimization to maximize system reliability and efficiency.
 Provide technical leadership and guidance to development teams throughout the project
lifecycle, ensuring adherence to architectural standards and coding practices.
 Stay informed about emerging trends and advancements in Nice CXOne product and Nuance
IVR products and evaluate new tools and methodologies to enhance our capabilities and
offerings.
 Develop custom integrations and extensions using Nice CXOne APIs and SDKs to integrate
with third-party systems, CRM platforms, and business applications.
 Provide technical leadership and guidance to development teams, ensuring adherence to
Nice CXOne best practices, standards, and architectural principles.
 Conduct performance analysis, optimization, and troubleshooting of Nice CXOne solutions to
ensure system stability, scalability, and reliability.
 Stay informed about industry trends, emerging technologies, and and leverage this
knowledge to recommend enhancements and improvements to our Nice CXOne offerings.

Experience & Qualifications:

 Overall 15+ years of experience in IT industry as a Contact Center Technical Architect

 5+ implementations of contact center solutions involving Nice CXOne and Nuance IVR
 Bachelor's degree in Computer Science and Engineering
 Proven experience as a Technical Architect, with a focus on designing and implementing
solutions with Nice CXOne / Nuance IVR.
 In-depth knowledge of the Nice CXOne platform, including configuration, administration,
and integration capabilities.
 Strong understanding of contact center concepts, including call routing strategies, IVR
design, workforce optimization, and omnichannel communication.
  Proficiency in programming languages such as Java, JavaScript, or Python, as well as
experience with web development frameworks and APIs.
 Excellent communication and interpersonal skills, with the ability to effectively collaborate
with clients, stakeholders, and cross-functional teams.
 Strong analytical and problem-solving abilities, with a keen attention to detail and a results-
driven mindset.
 Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Preferred Qualifications:

 Certification in Nice CXOne (inContact Certified Engineer (NICE ICE) or inContact Certified
Administrator (NICE ICA)) .
 Experience with cloud-based contact center solutions and deployment models (e.g., AWS,
Azure).
 Familiarity with Agile/Scrum methodologies and DevOps practices.
 Experience working in a client-facing consulting role, providing Nice CXOne advisory services
and support.