Role Summary
We are seeking a NICE CXone Certified Configuration Specialist with deep expertise in AI-driven customer experience solutions and a proven background working within a certified NICE implementation partner environment. This role is responsible for architecting, configuring, and optimizing intelligent contact center solutions leveraging the full capabilities of NICE CXone, including advanced AI frameworks such as Enlighten AI.
The ideal candidate will lead end-to-end implementations, combining IVR/ACD design, omnichannel orchestration, and AI-powered automation (virtual agents, copilots, and predictive routing). This role requires both hands-on technical depth and strategic advisory capability, translating complex business requirements into scalable, AI-enabled architectures.
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 strong 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
- 3–6+ 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
Preferred Qualifications
- Experience with Workforce Management (WFM), Quality Management (QM), and Interaction Analytics
- Familiarity with security and identity frameworks (SSO, MFA, RBAC)
- Background in enterprise architecture, design patterns, and cloud-native solutions
- Experience contributing to or leading certified partner implementations or audits
What Sets This Role Apart
This is not a traditional configuration role. It is centered on AI-first transformation, requiring:
- Hands-on expertise with NICE AI (Enlighten, copilots, automation)
- Experience operating within the rigor of a certified NICE implementation partner model
- The ability to bridge strategy, architecture, and execution
