CCaaS Application Developer at Ford Global Career Site

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About The Role

Define integration requirements between NICE CXone and core business applications (e.g., Salesforce, MS Dynamics, internal CRMs, and ticketing systems) using CXone APIs and pre-built connectors.
Collaborate with engineering teams to leverage NICE CXone REST APIs for custom reporting, real-time data feeds, and automation.
Act as the primary technical product manager for the migration lifecycle: discovery, design, configuration, testing, deployment, and hypercare.
Partner with telephony and network teams to design secure SIP/VoIP connectivity, WebRTC configurations, and carrier routing strategies within the CXone ecosystem.
Map legacy IVR call flows, routing scripts, and queue structures into optimized NICE CXone Studio scripts.
Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field (or equivalent practical experience).
Experience:
5+ years of experience as a TPM, or Solution Architect in the telecom/contact center domain.
3+ years of direct, hands-on experience leading NICE CXone (CCaaS) migrations, implementations, and configurations.
Technical Expertise:
Deep understanding of the NICE CXone suite , including Studio routing, ACD, IVR, Omnichannel (chat, email, SMS, social), and Reporting/Analytics.
Proven experience migrating complex, multi-site on-premises contact centers to a cloud environment.
Strong knowledge of telecom protocols and networking concepts (SIP, VoIP, WebRTC, MPLS, VPN, firewalls).
Experience with API integrations (REST/SOAP) and connecting CCaaS platforms to CRM systems (e.g., Salesforce Open CTI).
Methodology: Strong experience working in Agile/Scrum frameworks.