Nice CX One Lead Engineer

Miratech • Canada, KS

98d

About The Position

Miratech is seeking a skilled NICE CX-One Lead engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. In this role, you will lead, design and implement NICE-based routing solutions, develop secure and compliant IVR applications, and play a key role in the migration of legacy call center systems to modern omnichannel platforms. You’ll work closely with cross-functional teams to troubleshoot complex issues, optimize customer journeys, and ensure seamless system integrations. This is a high-impact opportunity to apply your technical expertise in a mission-critical environment, helping shape intuitive and efficient customer interactions within a regulated, fast-paced industry.

Requirements

• 5+ years of experience with NICE InContact and/or NICE CXone.
• 3+ years of experience scripting in NICE CXOne Studio.
• Strong conflict management skills with the ability to navigate and resolve issues.
• Excellent organizational communication skills, both written and verbal.
• Proven ability to collaborate and work effectively in a team environment.
• Experience in creating contact center dashboards.
• Familiarity with Salesforce.
• Basic knowledge of intersystem networking and data traffic flow between components.
• Ability to troubleshoot end-to-end call center applications, including issues in Chrome and Edge when interacting with web-based applications like Salesforce or Microsoft Dynamics.

Nice To Haves

• Experience working with RESTful Web Services / APIs.
• Programming experience in any of the following languages: C#, C++, Java, JavaScript, or Python.

Responsibilities

• Serve confidently in a client-facing role, managing multiple stakeholders effectively.
• Coordinate and execute release planning, development, testing, and deployment of IVR enhancements across multiple agencies.
• Design and build call flows, chat solutions, and backend system integrations using APIs.
• Provide Subject Matter Expertise (SME) for NICE BU, contributing to solution design and optimizing network solutions.
• Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.
• Collaborate with the architecture team to design, develop, and integrate APIs.
• Translate business requirements into technical requirements, preparing design documents for application development.
• Provide troubleshooting support and technical assistance for scripting and system issues.
• Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and network infrastructure.
• Coordinate issue resolution and communication with technical teams in case of problems.
• Review support tickets with agency leadership and oversee the resolution of support questions related to agency tickets.
• Act as an SME, guiding team members in designing and achieving requested IVR enhancements.

Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level