CDW - NICE CxOne Lead

About the Role :

As a NICE CXone Lead, you will be responsible for leading the design, configuration, and deployment of NICE CXone solutions.

You will work closely with architects, engineers, and client stakeholders to ensure successful delivery of projects.

This role requires hands-on expertise in NICE CXone platform setup, call flow design, and integrations, along with the ability to mentor teams and manage client engagements.

Key Responsibilities :

Implementation & Delivery :

- Lead NICE CXone implementations including configuration, call flow scripting, IVR/ACD setup, and omni-channel enablement.

- Conduct system testing, performance tuning, and validation to ensure solution stability.

- Work with clients to translate business requirements into NICE CXone workflows and functional configurations.

Team Leadership & Mentoring :

- Provide technical leadership and guidance to junior engineers and implementation teams.

- Review configurations, call flows, and integrations to ensure best practices are followed.

- Contribute to building reusable scripts, templates, and documentation for future projects.

Client Engagement & Support :

- Act as the primary technical point of contact for client stakeholders during delivery.

- Lead technical workshops, training sessions, and knowledge transfer.

- Handle escalations and troubleshoot complex NICE CXone issues in collaboration with vendor support.

Integration & Customization :

- Integrate NICE CXone with CRMs, ticketing systems, and external applications using APIs.

- Customize call flows, IVR prompts, and routing strategies to align with business processes.

- Develop reporting and analytics dashboards to provide actionable insights.

Qualifications & Skills :

- Bachelors degree in Computer Science, Engineering, or related field.

- 79 years of experience in Contact Center technologies with at least 3+ years in NICE CXone delivery/leadership.

- Hands-on expertise in NICE CXone modules (ACD, IVR, Studio, QM, WFM, Digital Channels).

- Experience in call flow design and troubleshooting, SIP/VoIP protocols, and PBX/UC integrations.

- Familiarity with scripting (VB Script, Python, Java) for automations and reporting.

- Certifications: NICE CXone Professional/Lead Implementer, CCNA/CCNP (preferred).

- Strong communication, problem-solving, and client-handling skills.

- Proven ability to manage project delivery teams, timelines, and escalations