Contact Centre Engineer - NICE CXone

Contact Centre Engineer - NICE CXone - Multiple Positions

Overview

FinXL IT Professional Services is a leading IT consultancy that partners with clients to bridge the gap between business needs and technology capabilities. Since 2003, we've been delivering high-value ICT services across financial services, telecommunications, government, and enterprise sectors.

We are seeking multiple Contact Centre Engineers with strong NICE CXone experience to join a major program of work. This will focus on migrating a contact centre platform from on-premise Cisco Webex environment to NICE CXone. You will act as the primary technical lead across client engagements, PMO teams and vendor partners.

Key Responsibilities

• Solution Design & Technical Delivery: Lead the technical deployment of enterprise contact centre platforms, including call flow designs, IVR application development, and API integrations with CRM and enterprise platforms.
• Pre-Sales & Stakeholder Advisory: Collaborate with Solution Architects and Pre-Sales teams to scope customer requirements, build value propositions, and run live technical demonstrations.
• Technical Leadership: Serve as Technical Lead on complex project engagements, mentoring junior engineers and managing third-party vendor deliverables.
• Integrations & Customization: Build and maintain integrations with CCaaS tools, CRM platforms (Salesforce, ServiceNow, MS Dynamics), and AI channels (chatbots, messaging APIs).
• Testing & Operational Readiness: Develop and execute end-to-end testing plans, coordinate cutovers, and provide 3rd-level technical escalations during post-implementation phases.

Essential Experience & Skills

• 5+ years delivering enterprise Contact Centre solutions.
• CCaaS Platforms: Expertise in one or more core platforms: NICE CXone, Genesys Cloud CX, Cisco Webex CC / UCCE, or Amazon Connect.
• Integration Capabilities: Experience with Web Services, REST APIs, and CRM integrations (Salesforce, ServiceNow, MS Dynamics).
• Technical Documentation: Proven background in gathering business requirements, mapping call flows, and executing test plans.
• Communication: Strong communication and stakeholder management skills.

If this opportunity sounds like a challenge you have been looking for please apply online today. Please note only shortlisted individuals will be contacted. (M12)