Job Description

Contact Center Genesys Cloud Lead

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

We are seeking an experienced NICE CXone Development Lead who can provide hands-on technical leadership, solution design, and delivery ownership on the NICE CXone platform. The role requires deep expertise in CXone configuration, IVR/Studio development, WFM/WEM, integrations, and AI-enabled CX features, along with the ability to mentor teams and drive best practices across complex contact center implementations.

• Own technical architecture, detailed design, and development on the NICE CXone platform -
• Act as hands-on SME and technical lead, contributing directly to configuration, scripting, and solution build
• Design and deliver end-to-end CXone solutions including: - IVR / Studio call flows , Omnichannel workflows, CRM-embedded agent experiences
• Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security
• Work closely with business, architects, and delivery teams to understand requirements and design target-state solutions
• Lead integration design and implementation, including CRM screen pops and REST-based integrations - Conduct code/configuration reviews to ensure quality, maintainability, and security.

Your Profile

• 8+ years of experience in CCaaS platforms, with strong focus on NICE CXone
• 5+ years of hands-on experience with: - NICE IVR / Studio scripting, WFM / WEM, Reports and dashboards, JavaScript / scripting within CXone
• Experience with CRM-embedded CXone agent, screen pop, and customer journey integration
• 2+ years of hands-on experience with REST/API-based CRM integrations
• Strong understanding of AI/ML capabilities within NICE CXone and AI-led CX use cases
• NICE Advanced Certifications (preferred) - Strong knowledge of Agile delivery, Jira, and Scrum
• Excellent communication, documentation, and presentation skills

What you’ll love

Empowered Careers with Purpose Work on meaningful projects that use technology to solve real-world challenges. Be part of a company that values sustainability, inclusion, and digital equity. Contribute to building a better future for people, planet, and society.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.