Senior CCaaS Engineer

Title: Senior CCaaS Engineer – NICE CXone Schedule - 100% Remote Address: 2476 Swedesford Road Malvern PA 19355 United States Duration: 12 months (Possible Extension) Payrate: $69.00/hr. on W2 We are seeking a Senior CCaaS Engineer to architect, optimize, and support a cloud-based communication ecosystem, serving as a subject matter expert for NICE CXone. This role focuses on enhancing complex existing architectures, enterprise integrations, AI/voice technologies, and major incident resolution. Key Responsibilities Troubleshoot, enhance, and expand complex NICE CXone routing scripts and workflows.Design and deploy conversational AI, AI agents, LLMs, web/chat bots, and Agentic voice solutions.Engineer and support real-time API integrations between NICE CXone, Salesforce, ServiceNow, and EPIC.Implement and optimize fraud protection and voice biometrics solutions.Lead technical troubleshooting, root-cause analysis, and resolution of major platform incidents and outages.Mentor CCaaS Analysts and Engineers on scripting, AI, integrations, and technical best practices.Implement proactive monitoring and quality controls to identify and resolve issues before business impact.Maintain technical architecture, integration, scripting, and SOP documentation. Required Skills Deep hands-on experience with NICE CXone and enterprise integrations.Strong experience with Salesforce, ServiceNow, and EPIC integrations.Expertise in AI agents, LLMs, conversational AI, chatbots, and Agentic voice technologies.Experience interpreting, refactoring, and expanding complex scripts and codebases.Knowledge of fraud protection and voice biometrics.Strong troubleshooting skills with experience handling major incidents and Tier-3 escalations.Excellent communication, mentoring, and cross-functional collaboration skills.Strong interest in innovation, automation, and continuous improvement. Education Bachelor's Degree in Computer Science, Information Technology, or equivalent technical experience.