Senior Information Systems Engineer 2

Enlyte•UNAVAILABLE, UNAVAILABLE

6d•Remote

About The Position

A highly skilled and experienced NICE CX specialist is needed to design and deliver advanced contact center solutions. This position focuses on deep technical expertise in NICE CXone, NICE scripting, and AI-driven customer experience capabilities. The role emphasizes building scalable, high-performance solutions that enhance agent workflows, automate customer interactions, and improve overall service delivery. This individual will design, develop, implement, and maintain NICE-based solutions, ensuring system stability, seamless integrations, and exceptional user experience. Strong focus will be placed on scripting, automation, and AI to optimize business processes and customer outcomes.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field.
5+ years of experience in solution engineering or development focused on NICE CXone.
Strong hands-on experience with NICE Studio scripting and workflow development.
Proven experience designing IVR systems, call flows, and intelligent routing strategies.
Experience in Digital multichannel: Chat, SMS, email, and voice design and integration.
Strong understanding of contact center technologies, telephony, and operational workflows.
Experience integrating contact center platforms with enterprise systems using APIs.
Proficiency in REST, SOAP, JSON, and XML integrations.
Proficiency in at least one programming language (JavaScript, Python, Java).
Familiarity with AI technologies such as NLP, conversational AI like Cognigy, and automation platforms.
Understanding of authentication protocols (OAuth, SAML, JWT).
Experience with NICE modules such as Quality Management, Workforce Management, analytics, predictive dialer, Auto Summary, Auto Scoring and automation tools.
Strong analytical, problem-solving, and troubleshooting skills.
Excellent communication and collaboration skills.
Strong working experience in Integrations with Salesforce,ServiceNow, and Snowflake.
Strong understanding of contact center KPIs, reporting, and analytics.

Responsibilities

Design, develop, test and implement custom solutions within the NICE CXone ecosystem with a strong emphasis on scripting and automation.
Develop and maintain NICE Studio scripts, including advanced IVR flows, call routing logic, and event-driven workflows.
Build and enhance integrations between NICE CXone and enterprise systems using APIs and event -driven architecture- web services,webhooks,REST and SOAP APIs.
Create reusable scripting frameworks and components to accelerate development and standardize solutions.
Troubleshoot complex issues across contact center platforms, integration layers, and scripting logic.
Collaborate with stakeholders to gather business requirements and translate them into scalable NICE-based solutions.
Develop and implement AI-driven automation, including conversational IVR, NLP, and intelligent routing.
Optimize agent experience through workflow automation, screen pops, and contextual data delivery.
Create and maintain documentation for scripts, integrations, workflows, and technical designs.
Conduct code reviews and provide technical mentorship to team members.
Monitor system and script performance, identifying opportunities for optimization and resiliency improvements.
Implement best practices for security, performance, scalability, and maintainability.
Stay current with NICE CXone innovations, scripting capabilities, and emerging AI technologies.