NICE Architect/Lead opportunity in Fort Mill, SC

Onsite Location: Fort Mill, SC

Job Description

Core Responsibilities

•    Design & Development 
o    Architect, design, and maintain NICE InContact solutions including IVR, ACD, Campaigns, Teams, and Routing strategies.
o    Build and automate call center workflows, including writing call flows, prompts, and scripts.
o    Ensure adherence to SDLC processes for all development and deployment activities.

•    Integration & Automation 
o    Develop and maintain APIs, middleware, and ETL jobs for system integrations.
o    Implement automation for user provisioning, skill assignment, and policy management.

 

•    System Health & Performance 
o    Monitor system health, troubleshoot issues, and optimize performance.
o    Ensure observability, logging, and proactive alerting for all critical components.
 
Technical Expertise Required
•    Cloud & Infrastructure 
o    Amazon Web Services (AWS) – Strong experience, including exposure to Generative LLM technologies.
o    Networking concepts and protocols such as WebRTC for voice and video.

 

•    Contact Center Technologies 
o    NICE InContact platform – IVR, ACD, Skills, Campaigns, and Workforce Management.
o    Nexidia Speech Analytics – Implementation and optimization.
o    Workforce Management (WFM) – Scheduling, forecasting, and intraday adjustments.
o    Quality Management – Familiarity with tools like Quality Central.

 

•    AI & NLU 
o    Natural Language Understanding (NLU) – Specifically Ophelia.
o    Conversational AI and ASR tuning for improved customer experience.

 

•    CRM & Omnichannel 
o    Integration with Salesforce and Dynamics.
o    Development of Click-to-Call and Chat channels ensuring omnichannel experience.

 
Development Skills
•    Full-stack development (Front-end and Back-end).
•    Strong knowledge of SQL databases and data modeling.
•    Experience with Postman for API testing and validation.
•    Ability to build applications such as Multi-Factor Authentication and Embedded Agent Workflows.

Works in the area of Software Engineering, which encompasses the development, maintenance and optimization of software solutions/applications. 1. Applies scientific methods to analyse and solve software engineering problems. 2. He/she is responsible for the development and application of software engineering practice and knowledge, in research, design, development and maintenance. 3. His/her work requires the exercise of original thought and judgement and the ability to supervise the technical and administrative work of other software engineers. 4. The software engineer builds skills and expertise of his/her software engineering discipline to reach standard software engineer skills expectations for the applicable role, as defined in Professional Communities. 5. The software engineer collaborates and acts as team player with other software engineers and stakeholders.

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.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

 

Salary Transparency:
Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to the highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $61087 to $104364 / yearly.
 
This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.
 
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.