We are seeking a Senior Contact Center Engineer with strong hands-on experience developing solutions in NICE inContact / CXone Studio. This role will design, develop, troubleshoot, and support enterprise contact center solutions across IVR and advanced call routing, system integrations, and conversational AI.
Hands-on NICE CXone Studio and call-flow development experience is the primary requirement for this position.
Beyond CXone Studio, successful candidates should bring meaningful depth in either API and enterprise integrations or conversational AI. Strength in either of these areas can complement the required CXone expertise.
This is a senior individual contributor role. We are looking for someone who is hands-on, proactive, curious, and comfortable taking ownership of technical problems. The right person asks questions, investigates how systems work, and challenges an approach when something does not look right rather than simply executing instructions.

What You Will Do
Design, develop, maintain, and troubleshoot NICE inContact / CXone Studio scripts, IVR workflows,



advanced routing logic, and call flows.
Build contact center workflows that retrieve, use, and exchange data with backend systems, APIs, and enterprise applications.
Develop and support integrations using REST APIs, JSON, CTI, and related integration patterns.
Integrate CXone solutions with CRM platforms, enterprise data sources, and third-party systems.
Design or support conversational AI experiences across voice and digital channels, including virtual agents, voicebots, chatbots, AI-assisted routing, agent-assist capabilities, and automated self-service.
Translate traditional IVR workflows into conversational experiences that support natural-language interactions, intent recognition, escalation paths, and seamless handoff to live agents.
Connect conversational AI solutions with contact center platforms, CRM systems, knowledge sources, APIs, and enterprise data.
Test and validate call flows, integr

📌 Contact Center Specialist (México)
🏢 Tential Solutions
📍 México