Nice CXOne Engineer

Job Title: Engineer, Deployment (CCaaS Solutions)
Location: Remote / Global Availability Required (including GMT time zones)
Job Type: Full-Time
Department: Deployment & Solutions Architecture

About the Role

We're looking for a highly skilled Deployment Engineer with deep expertise in Contact Center as a Service (CCaaS) platforms to lead and support the technical execution of complex enterprise deployments. This individual will work closely with leadership, clients, and partners to deliver world-class CCaaS solutions, while contributing to internal innovation and continuous improvement.

Key Responsibilities

Leadership & Accountability

• Demonstrate subject matter expertise in CCaaS architecture and implementation across large-scale enterprise programs.

• Foster a culture of technical ownership, delivery excellence, and ongoing improvement across all engagements.

• Prioritize tasks effectively across concurrent projects, balancing team capabilities with client needs.

• Contribute to quarterly internal initiatives focused on methodology, documentation, and process improvements.

• Stay abreast of evolving platform capabilities from major vendors and share insights with internal teams.

• Identify emerging product features or technologies to introduce into client environments or deployment offerings.

Technology Ownership

• Design and own enterprise CCaaS technical architecture including:

  • Security & Compliance: Apply secure architecture patterns aligned with data privacy and regulatory standards.

  • AI & NLP: Use AI/NLP knowledge to enhance automation, agent tools, and operational outcomes.

  • Workforce Engagement Tools: Deploy advanced solutions for QM, WFM, coaching, and analytics.

  • Marketplace Bolt-ons: Implement complementary AI and security modules.

• Provide solution design and consulting on multi-vendor CCaaS platforms within digital transformation projects.

• Develop and maintain reusable code, templates, and integration libraries.

Implementation Delivery

• Conduct stakeholder interviews to define final business and technical requirements.

• Support the management of technical resources (internal and third-party) through all deployment phases.

• Assist in executive status updates, PMO reporting, and project governance as needed.

Technical Consultation

• Define architectural strategies and roadmaps that align with business and technical objectives.

• Act as a trusted SME to both technical and non-technical audiences, guiding them through system impacts and solution outcomes.

• Lead testing activities including strategy development, test execution, and defect resolution.

Documentation & Standards

• Maintain accuracy and version control of Business Requirements Documentation (BRD) through client sign-off.

• Support scoping and documentation for Statements of Work (SOWs) and Pricing Models related to deployment services.