Role & responsibilities

Key Responsibilities

- AI Solution Architecture & Deployment
Design, implement, and optimize AI-driven capabilities including intent-based routing, NLP/NLU models, virtual agents, and agent copilots using CXone AI and Enlighten AI. Drive adoption of automation strategies that enhance both customer and agent experiences.
- Certified Implementation Delivery
Execute implementations aligned with NICE-certified partner standards, ensuring adherence to best practices, governance models, and deployment frameworks expected of accredited partners.
- Platform Configuration & Optimization
Configure and manage the CXone platform, including Studio scripting (IVR/ACD), omnichannel routing, Workforce Optimization (WFM/QM), and Feedback Management, with a solid focus on AI-enabled workflows.
- Enterprise Integrations
Design and build secure, scalable integrations using REST APIs, JSON, and XML to connect CXone with enterprise platforms such as Salesforce, ServiceNow, and Microsoft Dynamics.
- Development, Testing & Release Management
Lead full lifecycle delivery including solution design, development, unit testing, system integration testing (SIT), and UAT, ensuring high-quality releases and comprehensive technical documentation.
- AI Performance & Continuous Optimization




Analyze interaction data, AI model performance, and customer journey outcomes to refine prompts, intents, routing strategies, and automation logic for continuous improvement.

Required Qualifications

- Certifications (Mandatory)
- Active NICE CXone certifications (e.g., NCIE, CIP)
- Demonstrated experience working within a NICE-certified implementation partner organization (highly preferred / strongly emphasized.

- Experience

- 36+ years in contact center technologies with hands-on CXone implementation experience
- Proven track record delivering AI/chatbot/virtual agent solutions (CXone AI, Dialogflow, Amelia, or similar)

- AI & Automation Expertise

- Strong understanding of NLP/NLU, conversational design, AI routing strategies, and agent assist technologies
- Experience deploying and tuning AI models within CX environments

- Technical Skills

- Advanced proficiency in CXone Studio scripting
- Strong development skills in Python and/or JavaScript
- Deep experience with REST API integrations and microservices architecture

- Solution Design Capability

- Ability to translate complex business requirements into scalable, AI-first solution architectures aligned with enterprise standards

📌 NICEArchitect (India)
🏢 Selective Global Search
📍 India