NICE Platform Engineer

Crükus Virtual Staffing

Senior NICE Platform Engineer responsible for architecting and implementing NICE solutions. Collaborating with Fortune 100 clients to enhance enterprise contact centers.

Posted 5/28/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ServiceNowVoIP

About the role

Key responsibilities & impact

Architect, configure, and maintain NICE CXone / NICE inContact / NICE Engage platforms at an enterprise scale
Lead end-to-end platform implementations, migrations, and major upgrades
Design and optimize IVR flows, call routing strategies, ACD configurations, and omnichannel contact flows
Integrate NICE platform with enterprise CRM and ticketing systems (e.g., Salesforce, ServiceNow, Microsoft Dynamics)
Serve as a senior technical point of contact for US-based Fortune 100 client stakeholders
Drive platform governance, security configurations, user provisioning, and access management
Lead troubleshooting of critical incidents and platform outages with urgency and precision
Develop architectural documentation, technical runbooks, SOPs, and integration specs
Provide technical mentorship and guidance to junior engineers and platform administrators
Collaborate with business stakeholders to translate complex requirements into scalable platform solutions
Own reporting, analytics, and WFM/QM module configuration as needed
Participate in change management, release planning, and Agile/ITIL delivery processes

Requirements

What you’ll need

5+ years of hands-on experience with NICE CXone, NICE inContact, or NICE Engage
Proven experience architecting and leading enterprise-scale NICE platform implementations
Deep expertise in IVR/ACD design, CXone Studio, and omnichannel contact flow development
Strong experience integrating NICE with enterprise CRM/ticketing systems via APIs and middleware
Solid understanding of contact center telephony (SIP, PSTN, VoIP) at an enterprise level
Demonstrated experience communicating with senior stakeholders and Fortune 100 clients
Ability to lead cross-functional projects and technical teams
Strong documentation and architectural design skills
Excellent written and spoken English — executive-level communication required.

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

NICE CXoneNICE inContactNICE EngageIVR designACD configurationCXone StudioAPI integrationmiddlewarecontact center telephonySIP

Soft Skills

technical mentorshipcommunicationcollaborationleadershipdocumentationproblem-solvingstakeholder managementproject managementchange managementAgile delivery