Long term contract(C2H) role
Work Arrangement This is a hybrid contract engagement supporting Infosys. Hyderabad is the preferred project location; candidates based in Bangalore or Chennai may also be considered. The standard shift is 9:00 AM to 6:15 PM IST, and travel is not required. Project dates and working arrangements are subject to final client confirmation.
MetaBlack LLC is a global technology staffing and IT solutions company helping organizations scale their technology teams through Direct Hiring, Contingent Staffing, RPO, SOW, and offshore/nearshore staffing models. We specialize in delivering skilled talent across emerging technologies, enterprise applications, cybersecurity, AI, and digital transformation. Job
Summary We are seeking an experienced Tech Lead with strong contact-center transformation expertise and deep hands-on knowledge of NICE CXone. The role will lead architecture, solution design, implementation, integration, operational readiness, and production promotion activities for an enterprise contact-center environment. The selected professional must be able to independently lead design discussions with client stakeholders and coordinate delivery across technical and operational teams.
Key Responsibilities Lead NICE CXone architecture, solution design, implementation, configuration, and environment planning. Design and optimize contact-center operations, routing strategies, IVR, ACD, live chat, digital engagement, callback management, voicemail, and direct-dial transfer handling. Configure call entry, Central, Integration Hub, self-service journeys, authentication, prompts, text-to-speech, messaging, menus, business hours, and calendars. Design dynamic routing, queues, callback strategies, agent workflows, and customer interaction flows across voice and digital channels. Build and maintain operational reports, dashboards, alerting, capacity monitoring, and performance insights. Strengthen platform resilience and define production-promotion, rollback, recovery, and operational-support procedures. Design API-based integrations between NICE CXone and enterprise applications, CRM platforms, authentication services, and data systems. Lead technical discovery, requirement workshops, architecture reviews, solution walkthroughs, and design approvals with client stakeholders. Guide delivery teams through build, testing, deployment, knowledge transfer, and production support while ensuring technical quality and adherence to standards. Maintain architecture documents, configuration records, integration specifications, operational procedures, and implementation plans. 117 Kinderkamack Suite 107, River Edge, NJ 07661 | [email protected] | www.metablackllc.com Tech Lead 5 - NICE CXone (Continued)
Required Qualifications and Skills Minimum 8 years of overall IT experience with a strong background in contact-center transformation. Minimum 5 years of NICE CXone architecture, solution design, or implementation experience. Strong hands-on experience with NICE CXone contact-center operations, routing, IVR, ACD, live chat, digital engagement, and callback management. Practical expertise in call entry, Central configuration, Integration Hub, environment design, queues, voicemail, and transfer handling. Experience configuring prompts, text-to-speech, messaging, business hours, calendars, authentication, menus, and self-service workflows. Strong understanding of dashboards, alerting, resilience hardening, capacity monitoring, reporting, production promotion, and rollback tooling. Hands-on experience with enterprise integrations and API-based platform design. Ability to independently lead solution-design discussions with client stakeholders, architects, operations teams, and delivery teams. Strong analytical, troubleshooting, documentation, communication, and stakeholder-management skills.
Preferred Qualification Experience delivering NICE CXone or contact-center transformation programs within the financial-services domain.
Work Arrangement This is a hybrid contract engagement supporting Infosys. Hyderabad is the preferred project location; candidates based in Bangalore or Chennai may also be considered. The standard shift is 9:00 AM to 6:15 PM IST, and travel is not required. Project dates and working arrangements are subject to final client confirmation.
Pay: Up to ₹2,254,426.08 per year
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Food provided
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person