Minor Hotels Europe and Americas

NICE Architect, Lead

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Office

Location: Fort Mill • South Carolina • 🇺🇸 United States

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Salary

💰 $61,087 - $104,364 per year

Job Level

Senior

Tech Stack

AWSETLSDLCSQL

About the role

  • Architect, design, and maintain NICE InContact solutions including IVR, ACD, Campaigns, Teams, and Routing strategies
  • Build and automate call center workflows, including writing call flows, prompts, and scripts
  • Ensure adherence to SDLC processes for all development and deployment activities
  • Develop and maintain APIs, middleware, and ETL jobs for system integrations
  • Implement automation for user provisioning, skill assignment, and policy management
  • Monitor system health, troubleshoot issues, and optimize performance
  • Ensure observability, logging, and proactive alerting for all critical components

Requirements

  • Strong experience with Amazon Web Services (AWS), including exposure to Generative LLM technologies
  • Knowledge of networking concepts and protocols such as WebRTC for voice and video
  • Familiarity with NICE InContact platform including IVR, ACD, Skills, Campaigns, and Workforce Management
  • Experience with Nexidia Speech Analytics and Workforce Management (WFM)
  • Understanding of Quality Management tools like Quality Central
  • Knowledge in Natural Language Understanding (NLU) and Conversational AI
  • Experience in integrating with Salesforce and Dynamics
  • Proficient in full-stack development (Front-end and Back-end)
  • Strong knowledge of SQL databases and data modeling
  • Proficient with Postman for API testing and validation
  • Ability to build applications such as Multi-Factor Authentication and Embedded Agent Workflows
Benefits
  • Flexible work
  • Healthcare including dental, vision, mental health, and well-being programs
  • Financial well-being programs such as 401(k) and Employee Share Ownership Plan
  • Paid time off and paid holidays
  • Paid parental leave
  • Family building benefits like adoption assistance, surrogacy, and cryopreservation
  • Social well-being benefits like subsidized back-up child/elder care and tutoring
  • Mentoring, coaching and learning programs
  • Employee Resource Groups
  • Disaster Relief

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
NICE InContactIVRACDAPIsETLSQLFull-stack developmentNatural Language UnderstandingConversational AIWebRTC