At a Glance
- Tasks: Lead the migration of contact centre operations to NICE CXone and manage technical delivery.
- Company: Join FinXL, a top IT consultancy transforming business through technology.
- Benefits: 12-month contract, hybrid work, and opportunities for career growth.
- Other info: Collaborative environment with a focus on innovation and problem-solving.
- Why this job: Be part of a major enterprise migration and work with industry leaders.
- Qualifications: Experience in contact centres and expertise in NICE CXone required.
The predicted salary is between 94500 - 115500 $ per year.
About FinXL IT Professional Services
FinXL IT Professional Services is a leading IT consultancy that partners with clients to bridge the gap between business needs and technology capabilities. Since 2003, we've been delivering high-value ICT services across government, finance, telecommunications, and enterprise sectors.
About the Role
FinXL are seeking multiple Senior Contact Centre Engineers with strong NICE CXone expertise to join our team within a major enterprise migration program. In this role, you will play a key technical role in transitioning a large-scale client from a legacy Webex Contact Centre environment over to NICE CXone. As a Senior Contact Centre Engineer, you will be responsible for end-to-end technical delivery, working closely with Solution Architects, Project Managers, Support Teams, and third-party vendors. You will manage both pre- and post-deployment activities and may act as the Technical Lead across various deployment streams.
Key Responsibilities
- Migration & Engineering: Lead technical design, configuration, and implementation activities to migrate contact centre operations from Webex to NICE CXone.
- Technical Leadership: Serve as a Technical Lead when required, guiding junior engineers, cross-functional teams, and third-party vendor resources.
- Solution Architecture & Requirements: Gather business requirements, produce detailed technical documentation, and design end-to-end call flows.
- Integrations & Testing: Develop and manage Web Services and API integrations. Build, execute, and document comprehensive test plans and test cases.
- Stakeholder Collaboration: Partner closely with Pre-sales, Solution Architects, PMO Project Managers, and Support Teams to ensure seamless solution delivery.
Key Requirements & Skills
Essential Criteria
- Contact Centre Experience: Strong hands-on technical solution delivery experience within modern Contact Centre environments.
- NICE CXone Expertise: Proven experience configuring, deploying, and migrating contact centre solutions using the NICE CXone suite.
- Migration Exposure: Hands-on experience working with legacy migrations (exposure to Webex Contact Centre is highly advantageous).
- Call Flow & API Development: Strong track record in call flow design, documentation, and Web Services / API development.
- Testing & Quality Assurance: Demonstrated ability to develop test cases, execute test plans, and document migration results.
- Domain Knowledge: Deep understanding of Contact Centre domain operations, including Workforce Management (WFM) and Reporting functions.
Soft Skills & Operational Attributes
- Strong written, verbal, presentation, and technical writing skills.
- Ability to work autonomously as part of a geographically distributed team.
- Strong problem-solving capabilities with a flexible, adaptable approach.
What's On Offer?
- Initial 12 months' contract, with a view to extend.
- Located in north-west of Sydney.
- Hybrid working arrangement (2-3 days in the office).
- Lead a critical enterprise migration for a major national organisation.
- Work alongside leading Solution Architects, PMO leaders, and enterprise technology partners.
Contact Centre Engineer in Sydney employer: FinXL Professional Services Pty
FinXL is an exceptional employer that offers a dynamic and flexible working environment, allowing you to thrive in a modern hybrid setup while contributing to high-impact enterprise technology initiatives. With a strong focus on employee growth and development, you'll have the opportunity to lead critical projects within a supportive team culture, ensuring your skills are continuously enhanced in the rapidly evolving field of Governance, Risk, and Compliance. Located in Brisbane CBD, this role not only provides a chance to work on significant projects for a major utility provider but also fosters a collaborative atmosphere where innovation and excellence are celebrated.
Contact Details:
FinXL Professional Services Pty Recruitment Team
