Us_east | It Consultant - Clou..

Job Description Description:

Submit candidates under their legal name and use only Capgemini template" PLEASE SUBMIT CVS IN FG WITH COMPLETE HOME ADDRESS Role Name: Tech Lead Location: Fort Mill, United States [100% Onsite] Start date: 7/21 to 12/31/2025 Background check MANDATORY Request ID (R2D2): 4MTX1Y

"Due to additional onboarding requirements, a meet and greet is required for all new hires. Candidates must be willing to go to the closest Capgemini, Client, or onsite location as indicated by project team to meet with a Capgemini team member prior starting their assignment. If the candidate is not local, travel covered by Capgemini. If travel is involved and after selection the candidate declines the offer, costs will be paid by vendor and not Capgemini." JOB DESCRIPTION: Key Skills: • NICE CXone (ACD, IVR, Studio, WEM, QM) • Conversational AI. • NICE Studio scripting & call flow design • NLU integration (Dialogflow, Lex, LUIS) • Telephony protocols (SIP, VoIP, WebRTC)

Good to Have: • Experience with omnichannel contact center solutions • Familiarity with Co-Pilot and Autopilot features • Exposure to cloud platforms (AWS, Azure) • Knowledge of customer sentiment analysis

Key Responsibilities:

1. Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
2. Develop and maintain skill-based routing, IVR logic, and omnichannel workflows
3. Integrate NLU platforms with IVR and agent assist tools to enable conversational AI capabilities
4. Design solutions around NICE CXone.
5. Interact with client technical stakeholders to analyse and propose technical option suitable for the long-term solution.
6. Understand client business requirements, plan technical execution by understanding technical dependencies.
7. Work with dev leads and address core issues related to performance, security, scalability etc.
8. Coordinate and collaborate to implementat Omni channel related tasks and cloud migration.
9. Design efficient agent desktop by integrating with underlying systems.
10. Collaborate with UI/UX and conversation design teams to develop relevant solutions as needed.
11. Ability to oversee entire contact center solution by understanding dependencies on data, API, reporting, KPIs and high level delivery
12. Coach and mentor junior developers and other team members.
13. Conduct code reviews to ensure code quality, maintainability, and security.

Required Skills:

Must Have 8+ years of experience in leading CCaaS platform such as NICE CXONE(ACD, IVR, Studio, WEM, QM). Optional : 3+years of hands-on development background with java/springboot/APIs Optional : 3+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics Must have knowledge of key cloud platforms such as AWS Must have thorough understanding of Telephony protocols and architecture Must have experience of at least 2 big projects migrating from on-prem to CCaaS Must have through understanding of security mechanism, voice bio, masking etc. Must Have Deep knowledge of NICE CXone platform (ACD, IVR, Studio, WEM, QM) Proficiency in NICE Studio scripting and call flow development Experience with NLU platforms (e.g., Dialogflow, Lex, LUIS) and AI integration Strong understanding of SIP, VoIP, WebRTC, and telephony protocols Familiarity with OAuth, OpenID Connect, and secure API practices Experience with RPA tools (e.g., UiPath, Automation Anywhere) Strong analytical skills and experience with BI tools and SQL Conversant with leading AI modules and how those are linked with CCaaS tools 2+ years of hands on experience with Gen AI tools like Kore.AI, Nuance, Microsoft CoPilot Must have advance certification like – NICE CXone, Nexedia, Autopilot, Digital Channel NICE CXOne Mpower ACD Experience with QM and Workforce Management Knowledge of AI tools

Current Location: (City, State & Zip Code): Home location: Relocate: Bill Rate: CTH After 3 Months: Travelling Availability: Availability to Start: Phone/Mobile Number: Skype ID: Email Address: Visa Type: Visa Expiration Date: In process of getting a green card?: Hiring Status: Are you working directly with the contractor’s visa holder: If not indicate # of layers and name of the company: Indicate if the Candidate has worked in CG before and project details along with manager's name: Ex-Capgemini Employee: LinkedIn Account: (MANDATORY) Time slots for an interview (consider 3 to 5 days of availability for faster coordination): Contractor approved to share its resume to client: Skills summary:

Resumes will be rejected for the following reasons:

• Different format
• Missing details in comments section -Missing text box in the header -Photo ID included containing personal information other than legal name and photo

Renata Abigail De Anda External Resource Manager (ERM) | SubCo Staffing Center Capgemini North America | Guatemala

Named Job Posting? (if Yes - needs to be approved by SCSC)

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Additional Details Global Grade : CNamed Job Posting? (if Yes - needs to be approved by SCSC) : NoRemote work possibility : NoGlobal Role Family : 60236 (P) Software EngineeringGlobal Technical Skills Family : 6313 (T) Application Server TechnologiesLocal Role Name : Tech LeadLocal Skills : Enter detailed local skills if neededLanguages Required: : English