Technical Lead

Technical Lead Job Description

· Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox · 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. · Ensure adherence to best practices for performance, security, compliance, regulatory standards. · 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