Custom Software Engineer - Cloud Contact Center Solutions

Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are seeking an experienced NICE InContact Architecture Engineer to lead the design, architecture, migration and deployment of NICE InContact solutions for enterprise-level contact center environments or equivalent contact center platforms like Genesys Cloud CX, Amazon Connect, Sprinklr, etc. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging NICE InContact and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.

Roles & Responsibilities:
Architect and Design NICE InContact Solutions:
Lead end-to-end architecture and solution design for NICE InContact deployments.
Translate business and functional requirements into scalable and maintainable technical solutions.
Align platform designs with compliance, security, and operational standards.
Implementation and Configuration:
Oversee the technical implementation of NICE InContact features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.
Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).
Platform Leadership and Governance:
Serve as the Subject Matter Expert (SME) for NICE InContact.
Define and enforce best practices in design, configuration, and deployment.
Participate in platform governance, change management, and solution lifecycle planning.
Mentorship and Collaboration:
Provide guidance, training, and mentoring to internal teams and stakeholders.
Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
Continuous Improvement
Stay current with emerging NICE InContact features and industry trends.
Proactively recommend and implement improvements to optimize performance and customer experience.
Issue Management and Support:
Troubleshoot complex issues in production and staging environments.
Support escalation processes and provide hands-on technical support when needed.
Documentation and Compliance:
Maintain thorough documentation of architecture, designs, configurations, and change logs.
Ensure all solutions meet regulatory, security, and privacy standards.

Professional & Technical Skills:
- Mandatory
1.Proven ability to design, implement, and lead complex NICE InContact deployments including voice, IVR, routing, and omnichannel.
2. Hands-on experience integrating NICE InContact with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware.
3. Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients.
4. Should have the knowledge of Email + SMS Analyst.

- Good to Have
1.CI/CD & DevOps Practices
– Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing.
2.Experience in Regulated Industries (e.g., Finance, Healthcare)
– Helpful in ensuring compliance and designing with regulatory standards in mind.
3. Certification - NICE InContact, Genesys Cloud Certified Professional, Sprinklr

Additional Information:
- The candidate should have minimum 2-5 years with minimum 2 years of experience is required for Cloud Contact Center Implementation.
- Bachelor s degree in computer science, IT, Engineering, or related field, or equivalent experience.
- A 15 year full time education is required.