NICE CX-One Lead Engineer

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’ll 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.