Miratech is seeking a skilled NICE CX-One Lead Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. In this role, you will lead, design and implement NICE-based routing solutions, develop secure and compliant IVR applications, and play a key role in the migration of legacy call center systems to modern omnichannel platforms.
You鈥檒l work closely with cross-functional teams to troubleshoot complex issues, optimize customer journeys, and ensure seamless system integrations. This is a high-impact opportunity to apply your technical expertise in a mission-critical environment, helping shape intuitive and efficient customer interactions within a regulated, fast-paced industry.
Responsibilities:
- Serve confidently in a client-facing role, managing multiple stakeholders effectively.
- Coordinate and execute release planning, development, testing, and deployment of IVR enhancements across multiple agencies.
- Design and build call flows, chat solutions, and backend system integrations using APIs.
- Provide Subject Matter Expertise (SME) for NICE BU, contributing to solution design and optimizing network solutions.
- Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.
- Collaborate with the architecture team to design, develop, and integrate APIs.
- Translate business requirements into technical requirements, preparing design documents for application development.
- Provide troubleshooting support and technical assistance for scripting and system issues.
- Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and network infrastructure.
- Coordinate issue resolution and communication with technical teams in case of problems.
- Review support tickets with agency leadership and oversee the resolution of support questions related to agency tickets.
- Act as an SME, guiding team members in designing and achieving requested IVR enhancements.