Contact Center Genesys Cloud Lead
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Your Role
We are seeking an experienced NICE CXone Development Lead who can provide hands-on technical leadership, solution design, and delivery ownership on the NICE CXone platform. The role requires deep expertise in CXone configuration, IVR/Studio development, WFM/WEM, integrations, and AI-enabled CX features, along with the ability to mentor teams and drive best practices across complex contact center implementations.
- Own technical architecture, detailed design, and development on the NICE CXone platform
- Act as hands-on SME and technical lead, contributing directly to configuration, scripting, and solution build
- Design and deliver end-to-end CXone solutions including: - IVR / Studio call flows, Omnichannel workflows, CRM-embedded agent experiences
- Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security
- Work closely with business, architects, and delivery teams to understand requirements and design target-state solutions
- Lead integration design and implementation,



including CRM screen pops and REST-based integrations - Conduct code/configuration reviews to ensure quality, maintainability, and security.
Your Profile
- 8+ years of experience in CCaaS platforms, with strong focus on NICE CXone
- 5+ years of hands-on experience with: - NICE IVR / Studio scripting, WFM / WEM, Reports and dashboards, JavaScript / scripting within CXone
- Experience with CRM-embedded CXone agent, screen pop, and customer journey integration
- 2+ years of hands-on experience with REST/API-based CRM integrations
- Strong understanding of AI/ML capabilities within NICE CXone and AI-led CX use cases
- NICE Advanced Certifications (preferred) - Strong knowledge of Agile delivery, Jira, and Scrum
- Excellent communication, documentation, and presentation skills
What you’ll love
Empowered Careers with Purpose Work on meaningful projects that use technology to solve real-world challenges. Be part of a company that values sustainability, inclusion, and digital equity. Contribute to building a better future for people, planet, and society.
About Capgemini
**Job Description - Grade Specific**:
- Focus on Connectivity and Network Engineering. Establishes trust and credibilty with customer accounts. Shows clear dedication and commitment to business objectives. Operates with no supervision in complex environments. Sets and manages realistic and deliverable expectations. Considers ˜the bigger picture when making decisions. Motivates the team by generating a positive and enthusiastic atmosphere.

📌 Cc Genesys Cloud Lead (Aguascalientes)
🏢 Capgemini
📍 Aguascalientes