Senior CCaaS / Cloud Engineer

Title : Senior CCaaS Engineer / Cloud Engineer III Location : Remote Duration : 12 Months Type : Contract - W2 (No Visa Sponsorship Available) The Senior CCaaS Engineer is responsible for architecting, optimizing, and supporting the cloud-based communication ecosystem, serving as a primary subject matter expert for NICE CXone. Key Responsibilities: NICE CXone Engineering & Advanced Scripting Analyze, troubleshoot, and optimize complex NICE CXone routing scripts and workflows.Enhance existing architectures and develop advanced solutions to support evolving business requirements.Design scalable, efficient, and reliable contact center experiences.AI & Automation Innovation Design, develop, and deploy conversational AI solutions.Build and fine-tune AI agents, large language model (LLM) integrations, chatbots, virtual assistants, and agentic voice solutions.Drive automation initiatives that improve customer experience and operational efficiency.Enterprise Platform Integrations Design, support, and troubleshoot real-time integrations between NICE CXone and key enterprise platforms, including:SalesforceServiceNowEpicEnsure secure and seamless data exchange across systems.Security, Fraud Prevention & Biometrics Implement and optimize fraud prevention solutions and voice biometric technologies.Maintain secure authentication and customer verification processes.Ensure compliance with enterprise security standards and best practices.Major Incident & Escalation Management Serve as a technical lead during critical incidents, outages, and platform disruptions.Perform root-cause analysis and drive long-term corrective actions.Partner with internal teams and vendors to resolve high-priority issues efficiently.Technical Leadership & Mentorship Mentor and support CCaaS Analysts and Engineers.Share best practices in scripting, AI technologies, integrations, and contact center architecture.Contribute to the technical growth and capability development of the broader engineering team.Monitoring & Quality Assurance Design and implement proactive monitoring solutions.Identify system anomalies before they impact business operations.Continuously improve service reliability, availability, and performance.Documentation & Standards Maintain comprehensive documentation related to:System architectureRouting scriptsIntegration workflowsConfiguration standardsOperational proceduresEstablish and promote engineering best practices and governance standards. Required Skills and Expertise: Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field.Equivalent combination of education and relevant technical experience will be considered.Deep hands-on experience with:NICE CXoneSalesforceServiceNowEpic integrationsStrong background in contact center architecture, cloud communications, and CCaaS platforms.Proven experience working with complex existing codebases, scripts, and enterprise-scale environments.Expertise in conversational AI technologies, including:AI agentsLarge Language Models (LLMs)ChatbotsVoice botsAgentic AI solutionsExperience integrating AI technologies into customer service environments.Experience implementing fraud detection, prevention, and voice biometric solutions.Strong understanding of secure design principles and authentication technologies.Demonstrated success in resolving high-severity incidents and Tier 3 escalations.Excellent analytical, troubleshooting, and root-cause analysis skills.Strong communication skills with the ability to collaborate across technical and business teams.Passion for innovation, continuous improvement, and process automation. Thanks & Regards, Suchitra Gopi Lead Talent Acquisition Manager iSpace, Inc. Office: 310-929-2210 suchitra.gopi@ispace.com