Senior Call Center Engineer – Architect

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Abstra

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

💼 Consulting

📦 Logistics

📣 Marketing

💰 $2.3M Seed Round - Abstra on 2022-01

Consulting • Logistics • Marketing

Abstra is a nearshore LATAM technology services company that provides staff augmentation, dedicated teams, software outsourcing, and managed IT services to U. S. and international clients. They deliver custom software development (web and mobile), UX/UI design, QA/testing, and platform & infrastructure work (DevOps/SRE), and offer Data & AI capabilities including data engineering, ML engineering, MLOps, and data science. Abstra emphasizes time-zone alignment, bilingual LATAM talent, cost-effective nearshore delivery, and long-term partnership models to help companies scale engineering capacity and accelerate roadmaps.

📋 Description

• Lead the design, development, and support of advanced contact center solutions using NICE inContact/CXone • Enhance customer engagement through IVR flows, omnichannel integration, and automation • Design and develop products and features across all technology tiers • Perform unit testing, code reviews, defect resolution, and production support • Mentor Software Engineers and contribute as a thought leader in CX transformation, process automation, digital transformation, and omnichannel technologies • Enhance software using CXone Studio and C# • Design and present projects to improve current processes and the overall platform • Code and test projects and deliver high-quality software on time • Collaborate with Telecom for testing and troubleshooting • Provide technical analysis, troubleshooting, configuration, programming, architecture leadership, and systems design • Provide process, data, object, database, and application modeling and manage changes to existing applications • Liaise with NICE CXone technical support on platform-related issues • Assist with building CXone platform teams, skills, and campaigns • Create and execute call-flow testing and support business testing efforts • Conduct quarterly user audits and ongoing system audits and cleanup • Contribute to business-area assessment, user-needs analysis, and business-systems design • Attend required meetings and training

🎯 Requirements

• Bachelor’s degree in computer science, IT, or engineering preferred • 5 or more years’ experience in NICE CXone and UC environments • 3 or more years of software development experience, including design, coding, and testing of real-time systems • Experience with NICE CXone, CXone Studio, IVR/ACD, VoIP, email, SMS, chat, and CCaaS technologies • Experience with enterprise-level CCaaS architecture for complex business needs • Network infrastructure experience • Experience creating and presenting to executive-level technical and non-technical stakeholders • Excellent customer-facing presentation skills, including solution pitches, value propositions, and demos • Existing knowledge and/or industry certifications for NICE CXone and process automation technologies • 1–3 years of .NET experience, including C# and web services • Strong business analysis and call-center KPI/best-practice knowledge • Technical expertise in software engineering, programming languages, integrations, and/or databases • Proficiency in Microsoft Office products, including Outlook, Word, Excel, PowerPoint, and Visio • Strong technical, analytical, and problem-solving skills • Ability to establish and maintain strong working relationships • Self-motivated, detail-oriented, with excellent judgment • Willingness to work in a fast-paced environment • Successful candidates must complete employment and background verification checks

🏖️ Benefits

• Flexible working hours and remote work options • Opportunities for professional growth and development • A collaborative and inclusive work environment • The chance to work on impactful projects with a talented team • Excellent compensation in USD • Hardware and software setup (mandatory)