Senior Call Center Engineer / Architect (Remote LATAM)

About the role

Abstra, a nearshore tech talent services company, is looking for a highly experienced Senior Contact Center Engineer with deep expertise in NICE inContact or CXone. The role leads the design, development and support of advanced contact center solutions, including IVR flows, omnichannel integration and automation, and plays a key part in building the contact center platform of the future as the company moves toward conversational AI. The position is 100% remote for LATAM, with working hours based on US Eastern Time.

Key responsibilities

• Design, develop and test products and features, including unit testing, code reviews and defect resolution during QA, and support the production environment
• Mentor software engineers and contribute to projects using agile or waterfall processes
• Write and test code in CXone Studio and C# and deliver high-quality software on time
• Analyze and troubleshoot user and system issues, provide technical configuration and programming, and liaise with NICE CXone technical support
• Create and run call flow tests, conduct quarterly user audits and help build CXone platform teams, campaigns and skills
• Design, model and enhance applications and databases, and present projects to executive-level stakeholders

Required profile

• Bachelor's degree in computer science, IT or engineering preferred
• 5+ years of experience in NICE CXone and UC environments
• 3+ years of software development and testing of real-time systems
• Experience with enterprise CCaaS architecture, network infrastructure and call center KPIs and best practices
• Experience presenting to technical and non-technical executives

Required skills

• NICE CXone and CXone Studio
• C# and .NET (1-3 years)
• JavaScript, Python, Java
• IVR/ACD, VoIP, email, SMS and chat systems
• Microsoft Office, Outlook, Word, Excel, PowerPoint and Visio

What we offer

• Professional growth opportunities and a collaborative work environment
• Impactful projects with a talented team
• Excellent compensation in USD and hardware and software setup