TECHNICAL LEAD - NICE CXONE IMPLEMENTATION

Job Description

Location: New York, NY (Hybrid)

• Lead technical resources for NICE CXone implementations, ensuring smooth deployment and integration.
• Create detailed technical documentation, including designs based on specific business requirements.
• Take full ownership and responsibility for end-to-end (E2E) design of the CCaaS (Contact Center as a Service) architecture, covering key elements such as:
  • Routing strategy
  • ACD and IVR design
  • API and data integrations
  • AI solutions for improved automation and customer engagement
• Design and maintain reusable code libraries to promote efficiency in future development cycles.
• Advise on the testing strategy and provide crucial input into test plans to ensure the solutions meet business and technical needs.
• Oversee and estimate technical efforts throughout all phases of project execution, ensuring on-time and high-quality delivery.
• Drive the migration from legacy/on-prem contact center platforms to CCaaS platforms, providing expertise and hands-on guidance.

Qualifications:

Must Have Skills:

• 10+ years of experience in building and managing Contact Center technology stack.
• 5+ years of E2E experience designing and building NICE CXone platforms.
• Demonstrated success in migrating from on-prem contact center platforms to CCaaS platforms.
• Strong expertise in designing and implementing enterprise-level CCaaS architecture.
• Experience with Cloud Network infrastructure, ensuring reliability and scalability.
• Familiarity with AI-driven solutions and their role in enhancing customer experience within CCaaS.

Additional Responsibilities:

• Collaborate with cross-functional teams, including business analysts, architects, and stakeholders, to align technical designs with business objectives.
• Ensure comprehensive technical oversight, including risk management, issue resolution, and clear communication across all teams.
• Maintain awareness of evolving trends within the CCaaS industry, leveraging your expertise to influence internal strategies and customer success.

Preferred Qualifications:

• Experience leading change management and global or regional rollouts of contact center transformation projects.
• A track record of working with external vendors (e.g., Genesys, Avaya, NICE CXone) to drive large-scale implementations

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.