Custom Software Engineer
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
We are seeking an experienced NICE InContact Architecture Engineer to lead the design, architecture, migration and deployment of NICE InContact solutions for enterprise-level contact center environments or equivalent contact center platforms like Genesys Cloud CX, Amazon Connect, Sprinklr, etc. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging NICE InContact and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.
Roles & Responsibilities:
Architect and Design NICE InContact Solutions:
Lead end-to-end architecture and solution design for NICE InContact deployments.
Translate business and functional requirements into scalable and maintainable technical solutions.
Align platform designs with compliance, security, and operational standards.
Implementation and Configuration:
Oversee the technical implementation of NICE InContact features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.
Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).
Platform Leadership and Governance:
Serve as the Subject Matter Expert (SME) for NICE InContact.
Define and enforce best practices in design, configuration, and deployment.
Participate in platform governance, change management, and solution lifecycle planning.
Mentorship and Collaboration:
Provide guidance, training, and mentoring to internal teams and stakeholders.
Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
Continuous Improvement
Stay current with emerging NICE InContact features and industry trends.
Proactively recommend and implement improvements to optimize performance and customer experience.
Issue Management and Support:
Troubleshoot complex issues in production and staging environments.
Support escalation processes and provide hands-on technical support when needed.
Documentation and Compliance:
Maintain thorough documentation of architecture, designs, configurations, and change logs.
Ensure all solutions meet regulatory, security, and privacy standards.
Professional & Technical Skills:
- Mandatory
1.Proven ability to design, implement, and lead complex NICE InContact deployments including voice, IVR, routing, and omnichannel.
2. Hands-on experience integrating NICE InContact with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware.
3. Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients.
4. Should have the knowledge of Cxone Integration Analyst.
- Good to Have
1.CI/CD & DevOps Practices
– Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing.
2.Experience in Regulated Industries (e.g., Finance, Healthcare)
– Helpful in ensuring compliance and designing with regulatory standards in mind.
3. Certification - NICE InContact, Genesys Cloud Certified Professional, Sprinklr
Additional Information:
- The candidate should have minimum 2-5 years with minimum 2 years of experience is required for Cloud Contact Center Implementation.
- Bachelor s degree in computer science, IT, Engineering, or related field, or equivalent experience.
- A 15 year full time education is required.
Bengaluru
Equal Employment Opportunity Statement for Australia and New Zealand
At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.
Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require any accommodations or adjustments for interviews and/or at work, please reach out to exectalent@accenture.com or contact us at +61 2 9005 5000 (Australia) or +64 44666056 (New Zealand).
To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.