NICE CXone Subject Matter Expert

$85.00/hr - $105.00/hr

Overview

We are seeking a highly experienced NICE CXone Subject Matter Expert to support a remote, contract engagement focused on integrating NICE Contact Center as a Service (CCaaS) data into our client’s enterprise Data Lake. This role requires deep hands on expertise with the NICE CXone (CxOne) platform, including IVR, call center data, and custom field creation, along with strong API integration experience.

This role will serve as the primary liaison between NICE and internal technical teams, requiring the ability to communicate complex technical details clearly, concisely, and accurately. The ideal candidate is not only a top tier NICE expert, but also someone who can translate conversations with NICE engineers and support teams into actionable guidance for data and engineering teams.

Key Responsibilities

Act as the NICE CXone Subject Matter Expert, providing authoritative guidance on platform configuration, data structures, and integration best practices.

Design, configure, and manage custom fields within NICE CXone to support business, reporting, and data lake requirements.

Identify and document CXone data fields across interactions, IVR, call flows, agent activity, and performance metrics for ingestion into an enterprise Data Lake.

Lead and support API integrations between NICE CXone and downstream systems, including Data Lakes, analytics platforms, and reporting tools.

Serve as the primary point of contact with NICE, including:

Discussing platform capabilities and limitations

Working with NICE support and technical resources

Clarifying API behavior, data definitions, and configuration options

Translate and clearly communicate outcomes of discussions with NICE to internal engineering, data, and business teams.

Collaborate with data engineers and architects to define data mapping, transformation logic, and ingestion requirements.

Validate integrated data for accuracy, completeness, and consistency.

Troubleshoot data quality or integration issues and partner with NICE and internal teams to resolve them.

Create clear documentation for custom fields, data definitions, integration logic, and assumptions.

Act as a trusted advisor on how to best leverage NICE CXone data for analytics and operational insights.

Required Qualifications & Experience

7+ years of contact center technology experience, with deep hands on expertise in NICE CXone (CxOne).

Demonstrated experience as a high level NICE SME, including:

IVR design and call routing

Interaction, agent, and performance data models

Proven experience creating and managing custom fields within NICE CXone.

Strong experience with CXone APIs, web services, authentication methods, and data extraction.

Solid background in API based system integrations, particularly with Data Lakes or enterprise analytics platforms.

Deep understanding of call center and IVR data lifecycles, KPIs, and operational metrics.

Exceptional communication skills, including the ability to:

Clearly explain technical details

Translate vendor conversations into internal action items

Communicate effectively with engineers, data teams, and non technical stakeholders

Comfortable working independently as a remote contractor while collaborating across distributed teams.

Preferred / Nice to Have Experience

Prior experience integrating NICE CXone with cloud based Data Lakes (AWS, Azure, GCP).

Experience with real time or near real time data/event streaming from CCaaS platforms.

Familiarity with contact center analytics, dashboards, and reporting use cases.

Experience working directly with NICE support, professional services, or engineering teams.

NICE certifications or formal CXone training.

Role Type: Remote Contract

Location: Fully Remote

Duration: Contract (length to be determined)

Work Style: Independent contributor and primary NICE liaison

Seniority Level

Mid Senior level

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting #J-18808-Ljbffr