Infrastructure Engineer

• Architect, optimize, and support the cloud-based communication ecosystem as the primary NICE CXone subject matter expert
• Troubleshoot, expand, and build advanced workflows in complex existing routing scripts
• Design, develop, and deploy conversational AI solutions
• Write and tune AI agents, LLMs, web/chat bots, and Agentic voice agents
• Engineer, support, and troubleshoot real-time API integrations between NICE CXone and Salesforce, ServiceNow, and EPIC
• Implement, manage, and optimize fraud protection products and voice biometrics
• Lead technical troubleshooting and root-cause analysis for major platform events and outages
• Implement permanent technical solutions following major incidents
• Mentor CCaaS Analysts and Engineers in scripting, AI, and integration methodologies
• Implement proactive monitoring and verify service quality
• Maintain documentation of architecture, scripting logic, integration data flows, and SOPs

• Deep, hands-on system design and integration knowledge with NICE CXone, Salesforce, ServiceNow, and EPIC platforms
• Extensive expertise in AI technologies, including complex integrated AI agents, LLM prompting, web/chat bots, and Agentic voice solutions
• Proven ability to interpret, refactor, and expand complex existing scripts and codebases
• Strong background implementing fraud protection and voice biometrics products
• Advanced analytical problem-solving skills with experience resolving major outages and tier-3 escalations
• Strong communication proficiency and dedication to technical mentorship and cross-team collaboration
• Drive for innovation, continuous learning, and process automation
• Bachelor's Degree in Computer Science, Information Technology, or equivalent technical experience
• Ability to attend internal and external meetings via video calls as necessary
• Ability to work onsite at corporate or client offices as necessary
• For roles requiring business travel or event attendance, ability to lift 25 lbs
• For roles requiring business travel or event attendance, valid driver's license and acceptable driving record

• Competitive salary package
• Share plan
• Company performance bonuses
• Value-based recognition awards
• Referral bonus
• Career coaching
• Global career opportunities
• Non-linear career paths
• Internal development programmes for management and technical leadership
• Complex projects
• Rotations
• Internal tech communities
• Training
• Certifications
• Coaching
• Online learning platform subscriptions
• Pass-it-on sessions
• Workshops
• Conferences
• Hybrid work and flexible working hours
• Employee assistance programme
• Global internal wellbeing programme
• Access to wellbeing apps
• Hobby clubs and interest groups
• Inclusion and diversity programmes
• Events and celebrations
• Medical, dental, vision, disability coverage, and various other benefit options
• Flexible Spending Accounts (Medical, Transit, and Dependent Care)
• Employer-paid life insurance and AD&D coverages
• Health Savings Account paired with a low-cost High Deductible Medical Plan
• 401(k) Safe Harbor Retirement Plan with employer match and immediate vesting