Senior Delivery Engineer – NICE CXone
About the role
IST Networks is a Teleperformance company and CX Technology Systems Integrator delivering enterprise contact-centre platforms across EMEA. As a Senior Delivery Engineer – NICE CXone, you will own the implementation, configuration, and ongoing support of NICE CXone environments for enterprise clients — from initial design through go-live and continued optimisation — while acting as the technical anchor for your delivery team.
What you will do
- Implement and configure NICE CXone modules — ACD, IVR, Studio, WFM, and Analytics — for enterprise client environments
- Design and optimise call flows using NICE Studio scripting
- Provide L2/L3 support, including incident handling, and troubleshoot telephony and routing issues
- Integrate NICE CXone with third-party systems and configure reporting and analytics dashboards
- Perform upgrades, patches, and platform enhancements
- Maintain technical documentation — design documents, statements of work, and as-built records
- Engage directly with NICE support on escalations
- Gather client requirements and translate them into working configurations
- Lead and mentor engineers on your delivery team
What we are looking for
- 3–6 years of total experience, including 2+ years hands-on with NICE CXone or a similar CCaaS platform
- Bachelor's degree in Computer Engineering, Computer Science, or equivalent
- Strong contact-centre domain knowledge and NICE Studio scripting ability
- Working knowledge of SIP/VoIP and familiarity with APIs and system integrations
- Strong problem-solving skills and a confident, customer-facing manner
- Demonstrated leadership and mentoring capability, with high accountability and a team-first attitude
Why this role is different
You will work across the full NICE CXone stack, routing, IVR, WFM, and analytics — rather than a single module, and be trusted to lead escalations and technical decisions directly with client stakeholders.
The team
You will sit within IST's technical delivery organisation, working closely with the QA, Integration, and Network teams internally, and engaging directly with customer stakeholders and NICE support on escalations.