NICE CX-One Lead Engineer

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

Miratech is seeking a skilled NICE CX-One Lead Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. In this role, you will lead, design and implement NICE-based routing solutions, develop secure and compliant IVR applications, and play a key role in the migration of legacy call center systems to modern omnichannel platforms.
You’ll work closely with cross-functional teams to troubleshoot complex issues, optimize customer journeys, and ensure seamless system integrations. This is a high-impact opportunity to apply your technical expertise in a mission-critical environment, helping shape intuitive and efficient customer interactions within a regulated, fast-paced industry.

Responsibilities:

• Serve confidently in a client-facing role, managing multiple stakeholders effectively.
• Coordinate and execute release planning, development, testing, and deployment of IVR enhancements across multiple agencies.
• Design and build call flows, chat solutions, and backend system integrations using APIs.
• Provide Subject Matter Expertise (SME) for NICE BU, contributing to solution design and optimizing network solutions.
• Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.
• Collaborate with the architecture team to design, develop, and integrate APIs.
• Translate business requirements into technical requirements, preparing design documents for application development.
• Provide troubleshooting support and technical assistance for scripting and system issues.
• Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and network infrastructure.
• Coordinate issue resolution and communication with technical teams in case of problems.
• Review support tickets with agency leadership and oversee the resolution of support questions related to agency tickets.
• Act as an SME, guiding team members in designing and achieving requested IVR enhancements.

Qualifications

• 5+ years of experience with NICE InContact and/or NICE CXone.
• 3+ years of experience scripting in NICE CXOne Studio.
• Strong conflict management skills with the ability to navigate and resolve issues.
• Excellent organizational communication skills, both written and verbal.
• Proven ability to collaborate and work effectively in a team environment.
• Experience in creating contact center dashboards.
• Familiarity with Salesforce.
• Basic knowledge of intersystem networking and data traffic flow between components.
• Ability to troubleshoot end-to-end call center applications, including issues in Chrome and Edge when interacting with web-based applications like Salesforce or Microsoft Dynamics.

Nice to Have:

• Experience working with RESTful Webservices / APIs.
• Programming experience in any of the following languages: C#, C++, Java, JavaScript, or Python.

We Offer

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industr