Technical Delivery Lead, EES – NiCE Cognigy AI

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $94.1k - $164.8k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

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📋 Description

• Own technical delivery and technical management for a defined domain or platform • Work with product managers, designers, quality assurance, and other cross-functional teams to deliver solutions within scope, timeline, and quality standards • Prioritize team activities based on IT leadership priorities and bandwidth • Represent IT in project and business meetings and engagements • Improve solution functionality and efficiency while adding business value • Collaborate with business areas to optimize systems and applications • Evaluate deployed services and develop and manage plans to optimize delivery and support mechanisms • Provide technical guidance, training, direction, and subject matter expertise • Lead and review work products and daily tasks for quality • Design, architect, and oversee development of complex software systems for scalability, reliability, and maintainability • Drive the full development lifecycle from requirements gathering and design through implementation, testing, and deployment • Establish and enforce coding standards, best practices, and development methodologies • Conduct regular code reviews • Identify technical risks and propose mitigation strategies • Prioritize and schedule deliverables with product managers based on business objectives and resource availability • Provide progress updates to project stakeholders, including achievements, challenges, and proposed solutions • Evaluate new industry trends, technologies, and frameworks for organizational application • Drive AI adoption and business outcomes by identifying, prioritizing, and delivering AI-enabled capabilities • Build AI capability by ensuring teams are equipped, trained, and expected to leverage AI tools and practices • Perform other job-related duties as requested

🎯 Requirements

• Bachelor's degree in Business, Computer Science or related field required • Equivalent years of relevant work experience may be accepted in lieu of required education • Five (5) years of systems management and analysis experience required • Three (3) years of experience within Technology/Architecture leadership preferred • Demonstrated technical leadership with NICE CXone in an enterprise contact center environment preferred • Experience implementing or supporting Cognigy AI or comparable enterprise conversational AI platforms preferred • Advanced SQL and data-analysis experience preferred • Experience with REST APIs, cloud/SaaS integrations, CRM integrations, observability, and production support preferred • Experience leading technical delivery across internal engineering teams, business partners, and external vendors preferred • Experience with Agile methodologies required • Project planning and project management experience preferred • Experience with Product Management environment and Cloud technologies preferred • Expert-level skills in technical architecture, project management, and team collaboration • Strong hands-on knowledge of NICE CXone, including contact center capabilities, Studio/workflows, IVR/ACD, digital channels, platform configuration, integrations, APIs, environment management, and production support • Strong knowledge of Cognigy AI and conversational/agentic AI solutions, including virtual-agent design, orchestration, integrations, deployment, monitoring, and troubleshooting • Strong SQL skills, including writing and optimizing complex queries, analyzing operational and application data, troubleshooting data issues, and supporting reporting and integration needs • Ability to design and lead integrations between NICE CXone, Cognigy, CRM, and enterprise platforms using REST APIs and related integration patterns • Strong knowledge of engineering practices for environment separation, access and credential controls, code/configuration promotion, logging, monitoring, and production readiness • Deep technical troubleshooting skills across application, integration, data, and vendor-platform layers • Ability to review technical designs, configurations, scripts, queries, APIs, and implementation approaches for quality, scalability, reliability, security, and maintainability • Ability to work directly with vendors and implementation partners while maintaining internal technical ownership • Strong analytical, evaluative, and problem-solving abilities • Critical listening and thinking skills • Strong learning competency and ability to teach others • Solid project planning and management abilities • Technical teaching, programming, analysis, and specification skills • Network protocols and security standards may be required • Application development tools, methodologies such as Agile, and architecture skills • Strong knowledge of best practices relative to application development or infrastructure standards • Excellent written and oral communication skills • Effective organization and prioritization skills • Cloud certification preferred • Knowledge of healthcare and managed care philosophy preferred

🏖️ Benefits

• Bonus tied to company and individual performance may be available • Substantial and comprehensive total rewards package • Total well-being support

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