Senior Technical Consultant – NICE CXOne

Job Description: • Guide customers on best practices for utilizing existing CXone infrastructure and optimization roadmap. • Audit existing IVR, ACD, and omnichannel workflows in CXone Studio to identify inefficiencies. • Provide technical recommendations on stabilizing legacy NiceInContact implementations or preparing them for modernization. • Assess and advise on data flow integrations between CXone and external CRMs using REST APIs. • Review routing logs and configuration settings to troubleshoot high-level performance issues. Requirements: • 5+ years of deep experience with NICE CXone (formerly NiceInContact). • Expert-level proficiency in CXone Studio. • Strong understanding of REST APIs, JSON, and XML for troubleshooting and advising on CRM integrations. • Familiarity with the new CXone Mpower architecture or Enlighten AI is a plus, particularly regarding the transition from rules-based to AI-driven routing. • Understanding of data flows related to Workforce Management and Quality Management. • Capable of translating complex business requirements into clear technical logic for the client's internal team. • Able to look at a broken process or routing log and quickly identify the root cause without trial-and-error. Benefits: • Top-of-Market Compensation: High base salary benchmarked against industry standards, plus annual performance-based bonuses. • Annual Summit: A fully-funded, company-wide Out of Country retreat to celebrate our wins. • Hardware & Gear: We provide the latest tech (MacBook Pro or equivalent) and other equipment to ensure your workspace is ergonomic and productive. • Professional Development Budget: We provide an annual budget for courses, certifications, books, and conferences. We want you to stay sharp. • Permanent Remote: Work from home or anywhere you are most productive. • Time Off & Wellness: Generous paid leave policy, full medical coverage (HMO), and mental health support for you and your dependents.

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