Technical Lead
Kaleidoscope Innovation · San Diego, CA · 1 wk ago
EngineeringFull-time
Design, Development, and Integration
- Develop NICE CXone architecture and call flows for voice and digital channels with LiveVox.
- Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks.
- Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.
- Support telephony integrations.
Architecture and Compliance
- Ensure scalability, high availability, disaster recovery, and compliance in architecture.
- Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed.
- Evaluate new features and roadmap updates to adopt in the environment.
- Drive AI/automation/analytics enhancements across the CX stack.
Performance and Optimization
- Optimize system performance and troubleshoot complex issues.
- Monitor and measure system performance, identify improvements (routing optimization, automation, analytics).
Collaboration and Consulting
- Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance.
- Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.
- Liaison with client, provide consulting for cloud migration and CX transformation.
Code Quality and Maintenance
- Implement best practices for code quality and maintainability.
Root Cause Analysis and Incident Management
- Lead root cause analysis for platform issues and critical incidents.