Contact Center Technology Specialist, NICE CXone

Plano, Texas | Yarmouth, Maine | Troy, Michigan | Lubbock, Texas | Remote

0-5%

• Configure and maintain NICE CXone capabilities including IVR, ACD, routing strategies, digital channels, workforce optimization, quality management, and reporting.
• Implement and maintain CXone Studio scripts, workflows, automation, and AI-driven customer engagement capabilities.
• Manage platform releases, upgrades, testing, and production deployments.
• Design, develop, and support integrations between NICE CXone and enterprise systems including CRM, case management, identity management, and analytics platforms.
• Develop and maintain API-based integrations, middleware solutions, web services, and data exchanges.
• Troubleshoot integration failures, performance issues, and data flow problems across interconnected systems.
• Collaborate with development teams to define technical requirements and integration patterns.
• Create technical designs, process flows, integration diagrams, and solution documentation.
• Evaluate platform capabilities and recommend technical solutions that improve operational efficiency and client experience.
• Participate in architecture reviews and ensure solutions align with enterprise standards.
• Monitor platform health, system performance, reliability, and usage metrics.
• Identify opportunities for automation and process improvement.
• Support incident resolution and root cause analysis for client experience applications.

• Stay up-to-date on industry trends, emerging technologies, and best practices related to contact center solutions and the NICE CXone platform.
• Develop integrations between product solutions.
• Maintain system security and compliance.
• Ensure that our solutions align with the needs of the business.
• Deliver and execute on complex projects spanning weeks to years.
• Initiate, implement, and manage improvements in all areas of IT responsibility.

• Bachelor's degree in computer science, information technology, or a related field.
• 3 or more years' experience as a Contact Center Technology Specialist, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
• 3 or more years' experience in NICE CXone and UC environments.
• 3 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C#), and testing of real time systems.
• Contact Center as a Service (CCaaS) software management and domain experience.
• Experience with enterprise-level CCaaS architecture for complex business needs.
• Existing knowledge and/or industry certifications for NICE CXone and process automation technologies
• NICE CXone and CXone Studio Experience
• Experience configuring routing, IVR, digital channels, reporting, and workforce optimization tools.
• Experience designing and supporting API integrations and web services.
• Experience troubleshooting complex production systems.
• Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
• Proficiency in Microsoft Office products i.e., Outlook, Word, Excel, PowerPoint and Visio.
• Strong technical, analytical, and problem-solving skills.
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
• Ability to establish and maintain strong working relationships with key internal associates and partners.
• Experience designing and supporting system integrations using APIs and web services.
• Experience translating business requirements into technical solution designs and specifications.
• Self-motivated, attention to detail and excellent decision-making skills.

Salary will generally fall between $46,185 - $115,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.