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