Job Summary:
The Technical Delivery Lead, EES is responsible for owning technical delivery and technical management for a defined domain or platform. The role will work closely with cross-functional teams, including product managers, designers, and quality assurance, to ensure the successful delivery of solutions within the defined scope, timeline, and quality standards.
Essential Functions:
Prioritize team activities based upon IT leadership priorities and bandwidth
Represent IT in project/business meetings and engagements
Improve solution functionality and efficiency with added business value
Collaborate closely with other business areas to optimize the use of systems and applications
Collaborate with the department manager to systematically evaluate currently deployed services; develop and manage plans to optimize delivery and support mechanism
Apply creative thinking in problem solving and identifying opportunities for improvement
Provide subject matter expertise for technical guidance, training and direction
Provide direction, lead and review of work products and daily tasks for quality
Design, architect, and oversee the development of complex software systems, ensuring scalability, reliability, and maintainability
Drive the full development lifecycle, from requirements gathering and design to implementation, testing, and deployment
Establish and enforce coding standards, best practices, and development methodologies within the team
Conduct regular code reviews to ensure code quality, performance, and adherence to architectural principles
Identify technical risks and propose effective mitigation strategies to ensure project success
Collaborate with product managers to prioritize and schedule project deliverables based on business objectives and resource availability
Provide accurate and timely progress updates to project stakeholders, highlighting achievements, challenges, and proposed solutions
Stay up to date with the latest industry trends, technologies, and frameworks, and evaluate their potential application in the organization
Drive AI adoption and business outcomes by identifying, prioritizing, and delivering AI-enabled capabilities that improve productivity, quality, customer experience, speed to market, risk management, or cost efficiency within their area of responsibility.
Build AI capability within their organization by ensuring their teams are equipped, trained, and expected to leverage AI tools and practices to improve effectiveness, accelerate delivery, and continuously evolve the way work is performed.
Perform any other job related duties as requested.
Education and Experience:
Bachelor's degree in Business, Computer Science or related field required
Equivalent years of relevant work experience may be accepted in lieu of required education
Five (5) years of systems management and analysis experience required
Three (3) years of experience within Technology/Architecture leadership preferred
Demonstrated technical leadership with NICE CXone in an enterprise contact center environment is preferred.
Experience implementing or supporting Cognigy AI or comparable enterprise conversational AI platforms is preferred.
Advanced SQL and data-analysis experience is preferred.
Experience with REST APIs, cloud/SaaS integrations, CRM integrations, observability, and production support is preferred.
Experience leading technical delivery across internal engineering teams, business partners, and external vendors is preferred.
Experience with Agile methodologies required
Project planning and project management experience preferred
Experience with Product Management environment and Cloud technologies preferred
Competencies, Knowledge and Skills:
Expert level skills in technical architecture, project management, and team collaboration
Strong hands-on knowledge of NICE CXone , including contact center capabilities, Studio/workflows, IVR/ACD, digital channels, platform configuration, integrations, APIs, environment management,…