The Role
Lead design and delivery of NICE CXone platform solutions, manage and mentor India-based consultant teams, own technical delivery, participate in pre-sales and solution engineering, and ensure quality, training, and operational metrics for CXone projects.
Summary Generated by Built In
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
Position Purpose
The NICE AI Senior Consultant is responsible for the development, testing, and delivery of AI-driven contact center solutions within the NICE CXone ecosystem.
This is a hands-on technical role focused on implementing and enhancing AI platforms such as NICE Proactive AI Agent, Omilia, and Cognigy within enterprise CCaaS environments. The consultant will work closely with cross-functional teams to design, build, test, and support scalable AI-enabled contact center solutions.
Key Responsibilities
• Design, develop, and implement NICE Proactive AI Agent solutions
• Implement AI platforms such as Omilia and Cognigy
• Develop enhancements and features within the NICE CXone environment
• Code, test, and deliver high-quality software solutions
• Perform unit testing, code reviews, and defect resolution during QA cycles
• Support production environments and troubleshoot issues
• Collaborate with project managers, system analysts, and development teams
• Participate in client meetings, demos, and technical discussions
• Contribute to future product enhancements and innovation initiatives
• Deliver projects within scope, timelines, and quality standards
Technical Expertise
• Strong hands-on experience with NICE CXone
• Experience with NICE CXone Studio (preferred)
• Knowledge of Contact Center as a Service (CCaaS) platforms
• Experience with IVR/ACD, VoIP, Email, SMS, and Chat systems
• Proficiency in one or more of the following:
C# / ASP.NET
JavaScript
Python / Java / C++ (preferred)
• Experience developing real-time systems
• Understanding of enterprise-level CCaaS architecture
• Network infrastructure knowledge
Competency
Personal
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment
• High ownership and accountability
• Strong communication skills
Leadership
• Excellent customer-facing presentation skills
• Ability to develop solution pitches and demo experiences
• Exercises autonomy in determining objectives and engagement approaches
• Collaborates effectively within cross-functional teams
Operational
• Manage multiple development tasks simultaneously
• Deliver projects on time and within quality expectations
• Support continuous improvement and innovation initiatives
Technology Stack
• NICE CXone & CXone Studio
• NICE Proactive AI Agent
• Omilia
• Cognigy
• ASP.NET (C#, VS.Net, XML, Web Services)
• JavaScript
• IVR / ACD / VoIP technologies
• Email, SMS, Chat integrations
• Real-time system development
Education, Experience and Certification
• Bachelor’s degree in Computer Science, IT, or Engineering (preferred)
• 3+ years of experience in CCaaS and/or Unified Communications environments
• 3+ years of software development experience (JavaScript, Python, Java, C++, C#)
• 3–4 years of ASP.NET development experience
• 3–4 years of JavaScript experience
• Experience with enterprise-level CCaaS architectures
• Strong team player with ability to thrive in dynamic environments
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
Skills Required
- 5+ years overall experience in customer experience software space
- 3+ years experience in NICE CXone and UC environments
- Hands-on experience with NICE CXone and CXone Studio
- Experience architecting and designing NICE platform solutions and leading teams
- Software development experience including design, coding and testing of real-time systems (JavaScript, Python, Java, C++)
- Experience with C#, ASP.NET, VS.Net, XML, Web Services
- Experience with enterprise-level CCaaS architecture for complex business needs
- Network infrastructure experience
- Be available in-person in Hyderabad and commit to office presence as per site policies
- Bachelor's degree in computer science, IT, or engineering
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The Company
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
