Infrastructure Engineer - NICE CXone

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Descripción

The Senior CCaaS Engineer is responsible for architecting, optimizing, and supporting the cloud-based communication ecosystem, serving as a primary subject matter expert for NICE CXone. Rather than simply establishing systems from scratch, this role dives deep into complex, existing architectures to enhance system performance, drive seamless integrations across enterprise platforms, and spearhead the adoption of next-generation AI and voice technologies. The ideal candidate will thrive in a dynamic technical environment, provide high-level mentorship to engineering teams, and confidently lead root-cause resolution for major events across our diverse contact center landscape. Complex Scripting & System Engineering: Jump into existing, highly complex routing scripts to troubleshoot issues, expand capabilities, and build out advanced workflows for new business requirements. AI & Automation Innovation: Design, develop, and deploy advanced conversational AI solutions. Write and tune complex AI agents, LLMs, web and chat bots, and Agentic voice agents to drive automation. Enterprise Integrations: Engineer, support, and troubleshoot deep, real-time API integrations between NICE CXone and key enterprise platforms including Salesforce, ServiceNow, and EPIC. Advanced Security & Biometrics: Implement, manage, and optimize fraud protection products and voice biometrics to ensure secure and seamless customer experiences. Major Event Troubleshooting & Escalation: Act as a critical incident

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