Technical Lead Job Description
· Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox
· Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.
· Ensuring scalability, high availability, disaster recovery, and compliance in architecture
· Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks
· Support telephony integrations
· Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.
· Ensure adherence to best practices for performance, security, compliance, regulatory standards.
· Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed
· Drive AI/automation/analytics enhancements across the CX stack
· Evaluate new features and roadmap updates to adopt in the environment
· Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance
· Continuous improvement by monitoring and measuring system performance, identify improvements (routing optimization, automation, analytics).
· Optimize system performance and troubleshoot complex issues.
· Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.
· Liaison with client, provide consulting for cloud migration and CX transformation.
· Implement best practices for code quality and maintainability.
· Lead root cause analysis for platform issues and critical incidents
What We Do
When clients come to us for product design and development, they get a full range of technical expertise and laboratory resources, but they also get a team that’s relentless when it comes to solving problems and creating designs that are the ideal combination of function and form. What does that mean? We build tools that save lives. For surgeons, it means they have tools that not only address but anticipate their needs, which helps improve their patients’ outcomes. We create products that save money and ensure safety. For people juggling family, work, and other demands, it means they have products that provide real help in managing their everyday lives. And for businesses, it means their bottom line is supported with durable tools that improve efficiency and protect their teams. From concept to production plan, or at any phase in between, we are a partner that can extend your product development know-how or provide additional mindpower to free up in-house teams.
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