• Assist in planning, conducting and directing the analysis of highly complex business problems to be solved with automated solutions. • Work on mission-critical high value projects with large scale customer impact. • Support development staff by addressing functionality questions and resolving issues. • Assist in creating process engineering and/or business flow assessments to ensure appropriate design of solutions. • Assist with research, evaluating, design and implementing automated solutions that meet the business needs in the most efficient and cost-effective way possible. • Determine necessary program changes. • Evaluate user request for new automated solutions to determine feasibility, time required, and compatibility with other GDS programs/functions. • Consult with user to identify current operating procedures and clarify program objectives. • Verify program logic and correct functionally by implementing test/beta situations. • Estimate and prepare timelines for specific project tasks. • Develop and maintain training and implementation manuals regarding automated systems. • Assist with formulating plans outlining steps required to develop programs and submit plans to the end user for final approval. • Prepares flow charts and diagrams to illustrate sequence of steps the program must follow and to describe logical operations involved. • Work with development teams to estimate and prepare timelines for specific projects. • Ability to learn and adapt to new technologies and take ownership in the process through handoff to support staff. • Assist in preparing input to and/or proposals, functional requirements, presentations and reports for existing and potential clients. • Support the Sr. Business System Analysts on projects.

• Partner with business stakeholders to maintain a prioritized strategic roadmap, and coordinate and execute Salesforce.com and Professional Services Automation (PSA) / FinancialForce projects and enhancements • Provide strong analytical, problem solving, technical, and project management skills to effectively collect requirements, evaluate options, and design and deliver quality solutions • Own functional tasks and deliverables, including: SOX reporting, process definition, requirements gathering and backlog management, vendor selection, fit/gap analysis, functional design, testing, training, reporting, support, and continuous improvement of business applications • Create and maintain project, application and architectural design, and process documents • Work to drive adoption and alignment across the company’s business processes and systems • Ensure the consistency and quality of data across the company • Use and recommend best practices while delivering scalable high quality solutions

• Provide critical support for Oracle EBS R12 current implementation • Address and resolve issues while implementing improvements to Oracle EBS and its interfaces • Collaborate with Finance and other business groups to design and optimize Oracle Financials environment • Document requirements and propose solutions for increased business efficiency • Manage deployments through the Service Now platform • Work with Oracle Support to manage Service Requests and document bugs

Role Description This is a remote position and can be located anywhere in the United States. A highly skilled and experienced NICE CX specialist is needed to design and deliver advanced contact center solutions. This position focuses on deep technical expertise in NICE CXone, NICE scripting, and AI-driven customer experience capabilities. The role emphasizes building scalable, high-performance solutions that enhance agent workflows, automate customer interactions, and improve overall service delivery. This individual will design, develop, implement, and maintain NICE-based solutions, ensuring system stability, seamless integrations, and exceptional user experience. Strong focus will be placed on scripting, automation, and AI to optimize business processes and customer outcomes. Key Responsibilities - Design, develop, test and implement custom solutions within the NICE CXone ecosystem with a strong emphasis on scripting and automation. - Develop and maintain NICE Studio scripts, including advanced IVR flows, call routing logic, and event-driven workflows. - Build and enhance integrations between NICE CXone and enterprise systems using APIs and event-driven architecture - web services, webhooks, REST and SOAP APIs. - Create reusable scripting frameworks and components to accelerate development and standardize solutions. - Troubleshoot complex issues across contact center platforms, integration layers, and scripting logic. - Collaborate with stakeholders to gather business requirements and translate them into scalable NICE-based solutions. - Develop and implement AI-driven automation, including conversational IVR, NLP, and intelligent routing. - Optimize agent experience through workflow automation, screen pops, and contextual data delivery. - Create and maintain documentation for scripts, integrations, workflows, and technical designs. - Conduct code reviews and provide technical mentorship to team members. - Monitor system and script performance, identifying opportunities for optimization and resiliency improvements. - Implement best practices for security, performance, scalability, and maintainability. - Stay current with NICE CXone innovations, scripting capabilities, and emerging AI technologies. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or related field. - 5+ years of experience in solution engineering or development focused on NICE CXone. - Strong hands-on experience with NICE Studio scripting and workflow development. - Proven experience designing IVR systems, call flows, and intelligent routing strategies. - Experience in Digital multichannel: Chat, SMS, email, and voice design and integration. - Strong understanding of contact center technologies, telephony, and operational workflows. - Experience integrating contact center platforms with enterprise systems using APIs. - Proficiency in REST, SOAP, JSON, and XML integrations. - Proficiency in at least one programming language (JavaScript, Python, Java). - Familiarity with AI technologies such as NLP, conversational AI like Cognigy, and automation platforms. - Understanding of authentication protocols (OAuth, SAML, JWT). - Experience with NICE modules such as Quality Management, Workforce Management, analytics, predictive dialer, Auto Summary, Auto Scoring and automation tools. - Strong analytical, problem-solving, and troubleshooting skills. - Excellent communication and collaboration skills. - Strong working experience in Integrations with Salesforce, ServiceNow, and Snowflake. - Strong understanding of contact center KPIs, reporting, and analytics. Benefits - Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts. - Life and AD&D Insurance. - 401(k). - Tuition Reimbursement. - An array of resources that encourage a lifetime of healthier living. - Compensation depends on the applicable US geographic market, with an expected base pay ranging from $89,000 - $125,000 annually.