NICE Architect/Lead

Location: Fort Mill, US (Onsite at Client Location)

Key Responsibilities:

1. Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
2. Develop and maintain skill-based routing, IVR logic, and omnichannel workflows
3. Integrate NLU platforms with IVR and agent assist tools to enable conversational AI capabilities
4. Design solutions around NICE CXone.
5. Interact with client technical stakeholders to analyse and propose technical option suitable for the long-term solution.
6. Understand client business requirements, plan technical execution by understanding technical dependencies.
7. Work with dev leads and address core issues related to performance, security, scalability etc.
8. Coordinate and collaborate to implementat Omni channel related tasks and cloud migration.
9. Design efficient agent desktop by integrating with underlying systems.
10. Collaborate with UI/UX and conversation design teams to develop relevant solutions as needed.
11. Ability to oversee entire contact center solution by understanding dependencies on data, API, reporting, KPIs and high level delivery
12. Coach and mentor junior developers and other team members.
13. Conduct code reviews to ensure code quality, maintainability, and security.

Required Skills:

• Must Have
o 8+ years of experience in leading CCaaS platform such as NICE CXONE(ACD, IVR, Studio, WEM, QM).
o Optional : 3+years of hands-on development background with java/springboot/APIs
o Optional : 3+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
o Must have knowledge of key cloud platforms such as AWS
o Must have thorough understanding of Telephony protocols and architecture
o Must have experience of at least 2 big projects migrating from on-prem to CCaaS
o Must have through understanding of security mechanism, voice bio, masking etc.

Must Have Deep knowledge of NICE CXone platform (ACD, IVR, Studio, WEM, QM)
• Proficiency in NICE Studio scripting and call flow development
• Experience with NLU platforms (e.g., Dialogflow, Lex, LUIS) and AI integration
• Strong understanding of SIP, VoIP, WebRTC, and telephony protocols
• Familiarity with OAuth, OpenID Connect, and secure API practices
• Experience with RPA tools (e.g., UiPath, Automation Anywhere)
• Strong analytical skills and experience with BI tools and SQL
o Conversant with leading AI modules and how those are linked with CCaaS tools
o 2+ years of hands on experience with Gen AI tools like Kore.AI, Nuance, Microsoft CoPilot
• Must have advance certification like - NICE CXone, Nexedia, Autopilot, Digital Channel
o NICE CXOne Mpower ACD
o Experience with QM and Workforce Management
o Knowledge of AI tools

Key Skills:
• NICE CXone (ACD, IVR, Studio, WEM, QM)
• Conversational AI.
• NICE Studio scripting & call flow design
• NLU integration (Dialogflow, Lex, LUIS)
• Telephony protocols (SIP, VoIP, WebRTC)

Good to Have:
• Experience with omnichannel contact center solutions
• Familiarity with Co-Pilot and Autopilot features
• Exposure to cloud platforms (AWS, Azure)
• Knowledge of customer sentiment analysis

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.