{"schemaVersion":"jobsearcher.job.v1","id":"67a3ece6482fe1a89fd83ad4","url":"https://jobsearcher.com/jobs/67a3ece6482fe1a89fd83ad4","canonicalUrl":"https://jobsearcher.com/jobs/67a3ece6482fe1a89fd83ad4","title":"Platform Engineer","description":"Role SummaryWe are seeking an experienced NICE CXone professional (Administrator, Engineer, or Developer) to lead the implementation, configuration, and optimization of the NICE CXone cloud-native Contact Center as a Service (CCaaS) platform. This role is responsible for delivering scalable, high-performing omnichannel customer experience solutions, including intelligent routing, IVR design, and seamless CRM integrations.The ideal candidate brings deep technical expertise in CXone architecture, strong scripting and integration skills, and the ability to translate business requirements into efficient, reliable contact center solutions.Key ResponsibilitiesPlatform Configuration & AdministrationConfigure and manage CXone environments, including users, roles, permissions, skills, and teamsMaintain system governance, security profiles, and access controls within CXone Administration and ACD modulesIVR Design & ScriptingDesign, develop, and optimize complex IVR call flows using NICE CXone StudioImplement reusable, scalable scripting frameworks and troubleshoot script logic issuesOmnichannel RoutingConfigure and optimize routing strategies across voice, email, chat, SMS, and social channelsEnsure consistent and efficient customer journey experiences across all touchpointsCRM & System IntegrationIntegrate CXone with CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365Enable screen pops, data dips, and API-driven workflows using RESTful servicesPerformance Optimization & SupportMonitor system performance, troubleshoot routing failures, and resolve production issuesAnalyze KPIs, call flows, and reporting metrics to continuously improve efficiency and customer experienceWFM & QM SupportCollaborate with Workforce Management (WFM) and Quality Management (QM) teams to support forecasting, scheduling, and quality initiativesMandatory Requirements (Must-Have)NICE CXone Expertise:3–5+ years of hands-on experience with NICE CXone (inContact), including Studio, ACD, and administrative modulesScripting & Development:Strong proficiency in CXone Studio scripting, along with working knowledge of JavaScript, JSON, and REST APIsContact Center Technologies:Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworksCRM & Integration Experience:Proven experience integrating CXone with enterprise CRM platforms and external systemsTroubleshooting & Optimization:Demonstrated ability to diagnose complex routing, scripting, and system performance issuesAnalytical & Communication Skills:Ability to interpret contact center data, communicate findings, and collaborate with technical and business stakeholdersPreferred Qualifications (Nice-to-Have)Certifications:NICE CXone Certified Implementation Partner and/or NICE CXone Certified Support SpecialistEducation:Bachelor’s degree in Computer Science, Information Technology, or a related fieldAI & Automation Experience:Exposure to conversational AI and chatbot technologies such as Dialogflow or similar platformsAdvanced CXone Capabilities:Experience with CXone WFM, QM, Analytics, and Enlighten AICloud & Architecture Exposure:Familiarity with cloud platforms (AWS, Azure) and enterprise integration patternsTypical Job TitlesNICE CXone AdministratorNICE CXone DeveloperContact Center Engineer (NICE Specialist)NICE CXone Implementation ConsultantCXone Platform EngineerHCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation. A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.","company":"HCLTech","rawCompany":"hcltech","city":"Plano","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-05-23T18:16:30.021Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Platform Engineer","description":"Role SummaryWe are seeking an experienced NICE CXone professional (Administrator, Engineer, or Developer) to lead the implementation, configuration, and optimization of the NICE CXone cloud-native Contact Center as a Service (CCaaS) platform. This role is responsible for delivering scalable, high-performing omnichannel customer experience solutions, including intelligent routing, IVR design, and seamless CRM integrations.The ideal candidate brings deep technical expertise in CXone architecture, strong scripting and integration skills, and the ability to translate business requirements into efficient, reliable contact center solutions.Key ResponsibilitiesPlatform Configuration & AdministrationConfigure and manage CXone environments, including users, roles, permissions, skills, and teamsMaintain system governance, security profiles, and access controls within CXone Administration and ACD modulesIVR Design & ScriptingDesign, develop, and optimize complex IVR call flows using NICE CXone StudioImplement reusable, scalable scripting frameworks and troubleshoot script logic issuesOmnichannel RoutingConfigure and optimize routing strategies across voice, email, chat, SMS, and social channelsEnsure consistent and efficient customer journey experiences across all touchpointsCRM & System IntegrationIntegrate CXone with CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365Enable screen pops, data dips, and API-driven workflows using RESTful servicesPerformance Optimization & SupportMonitor system performance, troubleshoot routing failures, and resolve production issuesAnalyze KPIs, call flows, and reporting metrics to continuously improve efficiency and customer experienceWFM & QM SupportCollaborate with Workforce Management (WFM) and Quality Management (QM) teams to support forecasting, scheduling, and quality initiativesMandatory Requirements (Must-Have)NICE CXone Expertise:3–5+ years of hands-on experience with NICE CXone (inContact), including Studio, ACD, and administrative modulesScripting & Development:Strong proficiency in CXone Studio scripting, along with working knowledge of JavaScript, JSON, and REST APIsContact Center Technologies:Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworksCRM & Integration Experience:Proven experience integrating CXone with enterprise CRM platforms and external systemsTroubleshooting & Optimization:Demonstrated ability to diagnose complex routing, scripting, and system performance issuesAnalytical & Communication Skills:Ability to interpret contact center data, communicate findings, and collaborate with technical and business stakeholdersPreferred Qualifications (Nice-to-Have)Certifications:NICE CXone Certified Implementation Partner and/or NICE CXone Certified Support SpecialistEducation:Bachelor’s degree in Computer Science, Information Technology, or a related fieldAI & Automation Experience:Exposure to conversational AI and chatbot technologies such as Dialogflow or similar platformsAdvanced CXone Capabilities:Experience with CXone WFM, QM, Analytics, and Enlighten AICloud & Architecture Exposure:Familiarity with cloud platforms (AWS, Azure) and enterprise integration patternsTypical Job TitlesNICE CXone AdministratorNICE CXone DeveloperContact Center Engineer (NICE Specialist)NICE CXone Implementation ConsultantCXone Platform EngineerHCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation. A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.","datePosted":"2026-05-23T18:16:30.021Z","dateModified":"2026-05-23T18:16:30.021Z","hiringOrganization":{"@type":"Organization","name":"HCLTech","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Plano","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"67a3ece6482fe1a89fd83ad4"},"url":"https://jobsearcher.com/jobs/67a3ece6482fe1a89fd83ad4"}}