CXone Lead

Technology, Infrastructure, Contact Center, Contact Center model

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting 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.

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability
• Conduct code reviews, make changes to the codebase and maintain code repositories
• Implement test strategies, analyze results, and coordinate bug fixes to uphold the software quality standards
• Develop user training programs, documentation, and support frameworks to ensure a 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 and assist other similar projects

• A collaborative spirit and excellent communication skills
• The ability to handle end to end SDLC phases from requirement gathering to implementation
• A knack for translating complex requirements into actionable development tasks
• A passion for design and hands-on coding experience
• A proactive approach to testing, troubleshooting, and refining our applications
• The ability to work with cross-functional teams and do software integration

• Design, develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with Live Vox
• 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
• 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

• Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with Live Vox
• Develop High Level Design and Low Level Design, including data flow diagrams and routing plans

• Bachelor’s degree or foreign equivalent required from an accredited institution. Consider three years of progressive experience in the specialty in lieu of every year of education
• This position may require relocation and/or travel to work/project location
• Candidates authorized to work for any employer in…