Lead Software Engineer

📋 Description

• • As a Lead Software Engineer at NICE Ltd., you will be at the forefront of delivering exceptional customer experiences through our cutting-edge contact centre solutions. This is a customer-facing, billable role that requires a unique blend of technical prowess, consultative expertise, and project leadership. You will engage directly with clients, acting as a trusted advisor to implement and optimize Nice CXone products within diverse and complex contact centre ecosystems.
• • Your responsibilities will span the entire project lifecycle, from initial client engagement and requirements gathering to technical configuration, implementation, and post-deployment support. You will be instrumental in translating client business needs into robust technical solutions, ensuring seamless integration with existing infrastructure, including CRM systems, telecommunications, analytics platforms, and social media channels.
• • A significant aspect of this role involves consultative performance, where you will provide specialized expertise on Nice CXone products, contact centre industry best practices, and emerging technologies. This includes conducting business area assessments, user needs analyses, and designing business systems that align with client objectives and enhance operational efficiency.
• • Financially, your role is critical. As a billable position, your time directly contributes to NICE CXone's revenue. Accurate time tracking and efficient project delivery are paramount to ensure timely revenue recognition for new customers and to maximize the profitability of engagements. Your ability to manage client expectations and deliver successful outcomes directly influences customer loyalty and the potential for future business expansion.
• • Technically, you will be responsible for senior-level configuration and, where necessary, programming of Nice CXone solutions. This includes performing process, data, and object modelling across various application and database environments. You will also be involved in database design, development, and enhancement, as well as managing and coordinating changes to existing applications. Providing technical architecture leadership, analysis, and design will be key to ensuring scalable and maintainable solutions.
• • You will maintain and continuously enhance your senior-level expertise in industry-leading contact centre technologies, staying abreast of the latest trends and innovations to provide clients with the most effective solutions.
• • In a project management capacity, you will oversee the end-to-end system life cycle development for projects ranging from small to large scale. This includes developing detailed costing proposals, performing thorough risk analyses, and managing change control processes effectively.
• • Your business acumen will be showcased through presenting a professional image, contributing to the development of client information management standards, and evaluating technology trends. You will play a vital role in business area assessments, user needs analysis, and business systems design for significant client projects.
• • As a Lead Engineer, you will also take on supervisory responsibilities. During project lifecycles, you will guide and mentor intermediate or junior client staff, as well as any subcontracted personnel assigned to your project team. Furthermore, you will supervise and mentor junior NICE CXone staff working on other projects within your area of responsibility, fostering a culture of growth and knowledge sharing.
• • Effective and professional communication with both internal teams and external clients is essential. You will be expected to uphold the company's Code of Ethics and NICE CXone policies and procedures at all times, ensuring integrity and compliance in all your actions.
• • This role offers the opportunity to make a tangible impact on our clients' success by delivering sophisticated contact centre solutions that enhance customer interactions, improve operational efficiency, and drive business growth. You will be a key player in shaping the future of customer engagement technology.