Senior Contact Centre Engineer - Nice CXone (CX1)
Work Type: (Hybrid: 3 days in-office)
Contract: 12 Months (17 July 2025 - 16 July 2026)
Clearance: Australian Citizenship

Location: Melbourne, Brisbane and Sydney

About the Role:

FinXL IT Professional Services is seeking a Senior Contact Centre Engineer to work on a high-impact project for one of our leading Telecommunications clients. This role focuses on the design, implementation, and delivery of Nice CXone (CX1) contact centre solutions across multiple digital channels.

Key Responsibilities:

• Design and implement Nice CXone (CX1) solutions (Voice, Chat, Email, SMS).

• Integrate solutions with CRM platforms and enable features like Quality Management (QM) and Workforce Management (WFM).

• Work collaboratively with internal stakeholders, project teams, and solution architects to develop:

  • Business Requirements Documents (BRDs)

  • Test plans and documentation

  • Implementation and migration strategies

• Support presales scoping and cost estimation.

• Build, stage, and conduct Proof of Concepts (POCs).

• Execute migrations and cutovers.

• Ensure smooth handover to operational teams post-deployment.

• Participate in scheduled after-hours work as required by the project manager.

Required Experience & Skills:

• Minimum 7 years of experience in contact centre technology deployment and engineering.

• Proven expertise with Nice CXone (CX1) platform or Verint.

• Hands-on experience in designing and deploying multi-channel solutions (Voice, Chat, Email, SMS).

• Experience integrating contact centre solutions with CRM systems.

• Solid understanding and implementation of QM/WFM capabilities.

Desirable Skills:

• Exposure to or experience with Verint platforms.

• Strong documentation and stakeholder communication skills.

• Ability to contribute to presales activity and solution costing.

Apply now to be part of a high-profile Telco project with one of Australia's leading IT services providers.