Cloud Engineer III

Senior CCaaS Engineer / Cloud Engineer III
Location: 100% Remote
Duration: 12 Months 

·        Deep hands-on experience with:

o   NICE CXone

o   Salesforce

o   ServiceNow

o   Epic integrations

·        Strong background in contact center architecture, cloud communications, and CCaaS platforms.

·        Proven experience working with complex existing codebases, scripts, and enterprise-scale environments.

·        Expertise in conversational AI technologies, including:

o   AI agents

o   Large Language Models (LLMs)

o   Chatbots

o   Voice bots

o   Agentic AI solutions

·        Experience integrating AI technologies into customer service environments.

·        Experience implementing fraud detection, prevention, and voice biometric solutions.

·        Strong understanding of secure design principles and authentication technologies.

·        Demonstrated success in resolving high-severity incidents and Tier 3 escalations