About this opportunity
Kaleidoscope Innovation lists this Technical Lead opportunity in san diego, California. Review the employer’s description below for duties, qualifications and application requirements.
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
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Worksite address
san diego, CA, 92189, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.