About the role As a NICE CXone Lead, you will lead end-to-end delivery with a focus on complex migrations from on-prem contact centers to CCaaS. You will partner with customers, sales, architecture, and global delivery teams to design, build, and operationalize scalable IVR and digital contact flows, drive presales (RFP/RFI/solutioning), and mature our NICE CXone Center of Excellence (COE).

In this role, you will:

• Serve confidently in a client-facing capacity, managing multiple stakeholders effectively.
• Coordinate discovery, requirements gathering, solution design, release planning, development, testing, and deployment of IVR flows; lead migrations from on‑prem Cisco to CCaaS across multiple LOBs.
• Design and build call flows, chat solutions, and backend integrations using APIs; implement skills‑based routing across voice, chat, email, and SMS.
• Act as a NICE CXone SME; collaborate with architecture to design, develop, and integrate APIs; optimize related network solutions.
• Translate business requirements into technical requirements; prepare detailed design documents for application development.
• Provide troubleshooting support and technical assistance for scripting and system issues; coordinate resolution and communications with technical teams; review support tickets with leadership and oversee resolution of agency tickets.
• Develop the NICE CXone COE to support internal and external teams in winning deals and driving growth plans.
• Guide and mentor SMEs and team members to deliver IVR enhancements and CCaaS migrations; contribute to new CCaaS deal pursuits.
• Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems across application servers, databases, and network infrastructure.
• Create and refine contact center dashboards to monitor and improve performance.

Work model We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants across Canada or the United States. Regardless of your working arrangement, we are here to support a healthy work‑life balance through our various wellbeing programs. The working arrangements for this role are accurate as of the date of posting and may change based on project, business, and client requirements; role expectations will always be communicated clearly.

What you need to have to be considered

• 10+ years of experience with NICE inContact and/or NICE CXone.
• 8+ years of experience working with RESTful web services/APIs.
• 6+ years participating in RFPs/RFIs, solutioning, preparing and showcasing NICE CCaaS capabilities with sales teams.
• 10+ years preparing and reviewing SOWs with clients and internal teams.
• Strong conflict management skills with the ability to navigate and resolve issues.
• Excellent organizational communication skills, both written and verbal.
• Proven ability to collaborate and work effectively in a team environment.
• Experience creating contact center dashboards.

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

Applications will be accepted until 3/20/2026

Benefits:

We regularly assess market data to ensure we offer a competitive compensation package for our associates. The base salary for this position ranges between $90,000p.a – $140,000 p.a CAD. Where the successful candidate may fall within the range depends on relevant education, work and/or management experience and other business-related and job-necessary qualifications. This position is also eligible for Cognizant’s discretionary annual performance-based bonus, as well as benefits that support your physical, mental and financial wellbeing.

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The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.