CXone Lead

Overview

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.

• Document business requirements and facilitate requirement elicitation.
• Facilitate software application design discussions and document design decisions.
• Participate in coding and integrate new features or updates into existing applications, focusing on maintaining system stability.
• Conduct code reviews, modify the codebase, and maintain code repositories.
• Implement test strategies, analyze results, and coordinate bug fixes to uphold software quality standards.
• Develop user training programs, documentation, and support frameworks for smooth transition to new software applications.
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability.
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base.

• Collaborative spirit and excellent communication skills.
• Ability to handle end-to-end SDLC phases from requirement gathering to implementation.
• Mastery in translating complex requirements into actionable development tasks.
• Passion for design and hands-on coding experience.
• Proactive approach to testing, troubleshooting, and refining applications.
• Ability to work with cross-functional teams and perform software integration.

• Design, develop, and maintain NICE CXone architecture and call flows for voice and digital channels (inbound/outbound) with Live Vox.
• Create high-level and low-level design documents, including data flow diagrams and routing plans.
• Ensure 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.
• Conduct architectural reviews, validate solution designs, and approve integrations/scripts.
• Drive AI/automation/analytics enhancements across the CX stack.
• Evaluate new features and roadmap updates for adoption.
• Work with cross-functional teams to resolve architecture, integration, routing, or performance issues.
• Monitor and measure 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.
• Act as liaison with client, providing 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.

• Design, develop, and maintain NICE CXone architecture and call flows for voice and digital channels (inbound/outbound) with Live Vox.
• Create high-level and low-level design documents, including data flow diagrams and routing plans.
• Ensure 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.
• Conduct architectural reviews, validate solution designs, and approve integrations/scripts.
• Drive AI/automation/analytics enhancements across the CX stack.
• Evaluate new features and roadmap updates for adoption.
• Work with cross-functional teams to resolve architecture, integration, routing, or performance issues.
• Monitor and measure 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.
• Act as liaison with client, providing 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.

• Bachelor’s degree or foreign equivalent from an accredited institution. Three years of progressive experience in specialty may be considered in lieu of each year of education.
• Position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States…