CCaaS Technical Lead - NICE CXone Implementation

Evolve Esolutions - Chicago, IL

Full-time - Senior

Chicago, IL

About the position

The CCaaS Technical Lead for NICE CXone Implementation is responsible for leading technical resources in the deployment and integration of NICE CXone solutions. This role involves creating detailed technical documentation, overseeing the end-to-end design of the CCaaS architecture, and ensuring high-quality delivery of projects. The position requires collaboration with cross-functional teams and a strong focus on migrating from legacy systems to cloud-based solutions.

Responsibilities

• 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 architecture.
• Cover key elements such as routing strategy, ACD and IVR design, API and data integrations, and AI solutions.
• Design and maintain reusable code libraries to promote efficiency in future development cycles.
• Advise on the testing strategy and provide input into test plans to ensure solutions meet business and technical needs.
• Oversee and estimate technical efforts throughout all phases of project execution.
• Drive the migration from legacy/on-prem contact center platforms to CCaaS platforms.

Requirements

• 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.

Nice-to-haves

• 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.