Technical Delivery Lead, EES (NiCE Cognigy AI)

CareSource•Dayton, OH

4d•$94,100 - $164,800

About The Position

The Technical Delivery Lead, EES owns technical delivery and technical management for a defined domain or platform. The role works closely with cross-functional teams, including product managers, designers, and quality assurance, to deliver solutions within defined scope, timelines, and quality standards. It provides technical direction and subject matter expertise, leads and reviews work products, and guides the design, architecture, development, and lifecycle management of complex software systems. The position drives AI adoption and business outcomes by identifying and delivering AI-enabled capabilities, while building team capability through training and the effective use of AI tools and practices. It works with stakeholders and vendors to prioritize work, manage technical risks, improve deployed services, and ensure solutions are reliable, secure, scalable, maintainable, and supportable.

Requirements

Bachelor's degree in Business, Computer Science, or a related field; equivalent relevant work experience may be accepted in lieu of the required education.
Five years of systems management and analysis experience.
Experience with Agile methodologies.
Expert-level skills in technical architecture, project management, and team collaboration.
Strong hands-on knowledge of NICE CXone, including contact center capabilities, Studio/workflows, IVR/ACD, digital channels, configuration, integrations, APIs, environment management, and production support.
Strong knowledge of Cognigy AI and conversational or agentic AI solutions, including virtual-agent design, orchestration, integrations, deployment, monitoring, and troubleshooting.
Strong SQL skills, including writing and optimizing complex queries, analyzing operational and application data, troubleshooting data issues, and supporting reporting and integration needs.
Ability to design and lead integrations between NICE CXone, Cognigy, CRM, and enterprise platforms using REST APIs and related integration patterns.
Knowledge of engineering practices for environment separation, access and credential controls, code/configuration promotion, logging, monitoring, and production readiness.
Strong technical troubleshooting skills across application, integration, data, and vendor-platform layers, and ability to drive issues through resolution.
Ability to review technical designs, configurations, scripts, queries, APIs, and implementation approaches for quality, scalability, reliability, security, and maintainability.
Ability to work directly with vendors and implementation partners while retaining internal technical ownership and ensuring solutions can be supported by the CareSource team.
Strong analytical, evaluative, and problem-solving abilities.
Critical listening and thinking skills.
Strong learning competency and ability to teach others.
Solid project planning and management abilities.
Technical teaching, programming, analysis, and specification skills.
Knowledge of network protocols and security standards may be required.
Knowledge of application development tools and methodologies, such as Agile, and architecture skills.
Strong knowledge of application development or infrastructure standards and best practices.
Excellent written and oral communication skills.
Effective organization and prioritization skills.

Nice To Haves

Three years of experience within Technology/Architecture leadership.
Demonstrated technical leadership with NICE CXone in an enterprise contact center environment.
Experience implementing or supporting Cognigy AI or comparable enterprise conversational AI platforms.
Experience with REST APIs, cloud/SaaS integrations, CRM integrations, observability, and production support.
Experience leading technical delivery across internal engineering teams, business partners, and external vendors.
Project planning and project management experience.
Experience in a Product Management environment and with cloud technologies.
Knowledge of the healthcare and managed care philosophy.
Cloud certification.

Responsibilities

Prioritize team activities based on IT leadership priorities and available bandwidth.
Represent IT in project and business meetings and engagements.
Improve solution functionality and efficiency while adding business value.
Collaborate with business areas to optimize the use of systems and applications.
Work with the department manager to evaluate deployed services and develop and manage plans to optimize delivery and support.
Apply creative thinking to solve problems and identify opportunities for improvement.
Provide technical guidance, training, direction, and subject matter expertise.
Direct, lead, and review work products and daily tasks for quality.
Design, architect, and oversee the development of complex software systems for scalability, reliability, and maintainability.
Drive the full development lifecycle, from requirements gathering and design through implementation, testing, and deployment.
Establish and enforce coding standards, best practices, and development methodologies.
Conduct code reviews to assess quality, performance, and adherence to architectural principles.
Identify technical risks and propose mitigation strategies.
Collaborate with product managers to prioritize and schedule deliverables based on business objectives and resource availability.
Provide stakeholders with timely progress updates, including achievements, challenges, and proposed solutions.
Stay current with industry trends, technologies, and frameworks and evaluate their potential organizational applications.
Identify, prioritize, and deliver AI-enabled capabilities that improve productivity, quality, customer experience, speed to market, risk management, or cost efficiency.
Ensure team members are equipped and trained to use AI tools and practices to improve effectiveness and delivery.
Perform other job-related duties as requested.