Job Description

About Us

We are a global technology staffing and solutions firm connecting elite talent with industry-leading organizations worldwide. Our teams span North America, Europe, Asia-Pacific, and beyond — delivering senior-level professionals who drive real transformation across enterprise platforms, cloud infrastructure, CX technology, and digital operations. We believe in building long-term partnerships, not just placements.

We are seeking a Senior NICE Platform Engineer with 5+ years of hands-on experience to join our client's global contact center team. This is a senior-level, full-time remote engagement requiring deep technical expertise in NICE CXone and/or NICE Engage, strong architectural thinking, and the confidence to communicate directly with senior stakeholders at US-based Fortune 100 organizations.

You will own platform design, configuration, optimization, and integration — while serving as a trusted technical advisor to business and operations leaders. If you have a track record of leading enterprise NICE implementations and thrive in high-accountability environments, we want to hear from you.

Key Responsibilities

• Architect, configure, and maintain NICE CXone / NICE inContact / NICE Engage platforms at an enterprise scale

• Lead end-to-end platform implementations, migrations, and major upgrades

• Design and optimize IVR flows, call routing strategies, ACD configurations, and omnichannel contact flows

• Integrate NICE platform with enterprise CRM and ticketing systems (e.g., Salesforce, ServiceNow, Microsoft Dynamics)

• Serve as a senior technical point of contact for US-based Fortune 100 client stakeholders

• Drive platform governance, security configurations, user provisioning, and access management

• Lead troubleshooting of critical incidents and platform outages with urgency and precision

• Develop architectural documentation, technical runbooks, SOPs, and integration specs

• Provide technical mentorship and guidance to junior engineers and platform administrators

• Collaborate with business stakeholders to translate complex requirements into scalable platform solutions

• Own reporting, analytics, and WFM/QM module configuration as needed

• Participate in change management, release planning, and Agile/ITIL delivery processes

Requirements

Required Skills

• 5+ years of hands-on experience with NICE CXone, NICE inContact, or NICE Engage

• Proven experience architecting and leading enterprise-scale NICE platform implementations

• Deep expertise in IVR/ACD design, CXone Studio, and omnichannel contact flow development

• Strong experience integrating NICE with enterprise CRM/ticketing systems via APIs and middleware

• Solid understanding of contact center telephony (SIP, PSTN, VoIP) at an enterprise level

• Demonstrated experience communicating with senior stakeholders and Fortune 100 clients

• Ability to lead cross-functional projects and technical teams

• Strong documentation and architectural design skills

• Excellent written and spoken English — executive-level communication required

Preferred Skills

• Experience with NICE WFM, Quality Management (QM), or Interactions Analytics

• Knowledge of REST APIs, webhooks, and middleware/integration platforms

• Exposure to cloud infrastructure (AWS, Azure) in a contact center context

• NICE CXone Certification

• Experience in ITIL or Agile delivery environments

• Background working with Fortune 500/100 enterprise clients

⚠️ Due to the critical nature of this hire, we are unable to accommodate long notice periods (such as 30-day notices). If you are not immediately available or available within a short timeframe, please do not apply.