Senior Call Center Engineer – Architect
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Job Description
Senior Contact Center Engineer architecting NICE CXone, IVR, and omnichannel solutions for Abstra, a Latin American tech talent services company. Leading automation, integrations, testing, and platform support.
Responsibilities:
- Lead the design, development, and support of advanced contact center solutions using NICE inContact/CXone
- Enhance customer engagement through IVR flows, omnichannel integration, and automation
- Design and develop products and features across all technology tiers
- Perform unit testing, code reviews, defect resolution, and production support
- Mentor Software Engineers and contribute as a thought leader in CX transformation, process automation, digital transformation, and omnichannel technologies
- Enhance software using CXone Studio and C#
- Design and present projects to improve current processes and the overall platform
- Code and test projects and deliver high-quality software on time
- Collaborate with Telecom for testing and troubleshooting
- Provide technical analysis, troubleshooting, configuration, programming, architecture leadership, and systems design
- Provide process, data, object, database, and application modeling and manage changes to existing applications
- Liaise with NICE CXone technical support on platform-related issues
- Assist with building CXone platform teams, skills, and campaigns
- Create and execute call-flow testing and support business testing efforts
- Conduct quarterly user audits and ongoing system audits and cleanup
- Contribute to business-area assessment, user-needs analysis, and business-systems design
- Attend required meetings and training
Requirements:
- Bachelor’s degree in computer science, IT, or engineering preferred
- 5 or more years’ experience in NICE CXone and UC environments
- 3 or more years of software development experience, including design, coding, and testing of real-time systems
- Experience with NICE CXone, CXone Studio, IVR/ACD, VoIP, email, SMS, chat, and CCaaS technologies
- Experience with enterprise-level CCaaS architecture for complex business needs
- Network infrastructure experience
- Experience creating and presenting to executive-level technical and non-technical stakeholders
- Excellent customer-facing presentation skills, including solution pitches, value propositions, and demos
- Existing knowledge and/or industry certifications for NICE CXone and process automation technologies
- 1–3 years of .NET experience, including C# and web services
- Strong business analysis and call-center KPI/best-practice knowledge
- Technical expertise in software engineering, programming languages, integrations, and/or databases
- Proficiency in Microsoft Office products, including Outlook, Word, Excel, PowerPoint, and Visio
- Strong technical, analytical, and problem-solving skills
- Ability to establish and maintain strong working relationships
- Self-motivated, detail-oriented, with excellent judgment
- Willingness to work in a fast-paced environment
- Successful candidates must complete employment and background verification checks
Benefits:
- Flexible working hours and remote work options
- Opportunities for professional growth and development
- A collaborative and inclusive work environment
- The chance to work on impactful projects with a talented team
- Excellent compensation in USD
- Hardware and software setup (mandatory)
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