John Mayer

Tech Lead – NICE CXone & Conversational AI | Fort Mill, SC – 100% Onsite

IDR is seeking a Tech Lead to oversee the implementation of modern contact center solutions using NICE CXone and conversational AI tools. This individual will lead cloud migrations, design omnichannel workflows, and architect scalable and secure customer interaction platforms for a leading enterprise client.

• Lead architecture and design for contact center systems using NICE CXone

• Build complex call flows, IVRs, and WEM/QM modules via NICE Studio

• Drive conversational AI initiatives using NLU tools like Dialogflow and Lex

• Oversee cloud migration efforts from legacy systems to CCaaS platforms

• Guide performance tuning, telephony integration, and agent desktop design

• Mentor development teams and enforce quality through code reviews

• Align UX, API, data, and AI strategies into unified customer experience solutions

• Address and resolve issues related to scalability, security, and API integration

• 8+ years in contact center platforms; NICE CXone expert (ACD, IVR, Studio, WEM, QM)

• Deep scripting experience using NICE Studio

• Conversational AI & NLU tool experience (Dialogflow, Lex, Kore.AI, LUIS)

• Hands-on knowledge of SIP, WebRTC, VoIP protocols

• Cloud expertise (AWS preferred), with prior experience migrating contact centers to CCaaS

• Strong understanding of authentication/security protocols (OAuth, OpenID)

• Familiarity with RPA tools (UiPath, Automation Anywhere)

• Excellent leadership, troubleshooting, and mentoring skills

• Preferred certifications: NICE CXone, Nexidia, Autopilot, Gen AI integrations

• High-impact role driving cloud modernization in customer engagement systems

• Long-term contract with opportunity for right-to-hire

• Work with CX leaders and modern tools in a large enterprise ecosystem

• Comprehensive benefits including Medical, Dental, and Vision

• Work with a top staffing partner recognized 11+ years by ClearlyRated