About the Role

As a Cloud Engineer III specializing in Contact Center as a Service (CCaaS), you will architect, optimize, and scale an enterprise-grade cloud communication ecosystem. Serving as a primary subject matter expert for NICE CXone, you will dive into complex existing architectures to elevate system performance, build real-time integrations across major business platforms, and spearhead the adoption of next-generation conversational AI and voice technologies.

In this role, you will lead high-severity incident troubleshooting, mentor junior engineers, and drive automation initiatives across a distributed contact center environment.

Responsibilities

· Scripting & Workflow Engineering: Analyze, refactor, and expand complex routing scripts and advanced call-flow architectures to support evolving business requirements.

· Conversational AI & Automation: Architect, deploy, and tune conversational AI solutions, including large language model (LLM) agents, multimodal chatbots, and agentic voice automations.

· Enterprise Systems Integration: Build and maintain high-reliability, real-time API integrations connecting NICE CXone with critical platforms (Salesforce, ServiceNow, and Epic EHR).

· Security & Biometrics: Deploy, configure, and optimize fraud mitigation tools and voice biometric verification frameworks to safeguard customer interactions.

· Incident Leadership & RCA: Serve as technical lead for major platform outages and tier-3 escalations, driving rapid mitigation, comprehensive root-cause analysis (RCA), and permanent remediations.

· Observability & Proactive Monitoring: Establish telemetry, alerting, and automated monitoring to surface and address performance anomalies before they impact end-users.

· Technical Mentorship: Guide CCaaS analysts and engineers through code reviews, architectural best practices, and knowledge sharing.

· Architecture Documentation: Develop and maintain detailed systems architecture designs, data flow diagrams, API schemas, and standard operating procedures (SOPs).

Minimum Qualifications

· Bachelor’s degree in Computer Science, Information Technology, a related quantitative field, or equivalent practical engineering experience.

· 5+ years of hands-on technical experience with cloud contact center technologies, with specialized expertise in NICE CXone administration, routing, and script development.

· Demonstrated experience designing and integrating RESTful APIs and real-time middleware with enterprise platforms (Salesforce, ServiceNow, or Epic).

· Hands-on experience developing conversational AI interfaces, chatbots, or LLM-powered agent workflows.

· Strong background in tier-3 platform troubleshooting, outage resolution, and root-cause analysis in distributed cloud environments.

Preferred Qualifications

· Experience deploying voice biometrics, authentication frameworks, or fraud prevention tooling within CCaaS platforms.

· Proficiency in modern scripting languages (e.g., Python, JavaScript) to automate operational workflows and API connectors.

· Track record of mentoring engineering teams and defining CCaaS architectural standards in large enterprise environments.

Apply now