NICE Contact Center Transformation Architect / Lead / SME

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Title : NICE Contact Center Transformation Architect / Lead / SME

Location : Canton, MA (Remote / Hybrid)

Duration : 6 months

Position Context

Customer is under process to transform tperson Contact Center from Avaya to NICE. This implementation is being performed by one of tperson vendor recommended by NICE and workflows for tperson call are not completed on time. Customer is looking to have an SME who can drive this program technically to identify tperson gaps, take ownership to fix tperson issues and become an SME for long term in Contact Center.

Key Responsibilities

Architectural Leadership : Review tperson Design and methodology for tperson NICE contact center environment especially call flows, and integrations.

Program Management : Lead tperson overall NICE program, ensuring alignment with strategic goals and operational excellence.

Technology Advisory : Advise on latest trends in contact center technologies and NICE platform capabilities.

Integration Oversight : Collaborate with cross-functional teams to integrate NICE with CRM, third-party apps, and AI-driven solutions.

Performance Optimization : Monitor and improve IVR performance, call routing, and customer experience.

Documentation & Communication : Maintain system documentation and communicate effectively with stakeholders.

Technical Skills & Expertise

Must-Have

Hands-on experience with NICE CXone Studio, NICE IEX, and scripting languages.

Strong understanding of IVR design, call flow development, and REST API integrations.

Experience with .NET technologies and contact center platforms.

Program management and leadership capabilities in NICE environments.

Experience with Verint, Five9, and Genesys platforms.

Ability to work with OEMs, vendors, and product suppliers.

Familiarity with contracts, SLAs, and customer engagement models.

Thanks and Regards,

Muhmmad Asif Qurasi

Senior Technical Recruiter

Direct Number : +1 640 261 1070

Email : muhmmadq@sysmind.com