Job description

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth. Job role: Technology Consultant 2 Required skills and experience Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox Develop High Level Design and Low Level Design, including data flow diagrams and routing plans. • Ensuring scalability, high availability, disaster recovery, and compliance in architecture • Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks • Support telephony integrations • Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.s. • Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed • Drive AI/automation/analytics enhancements across the CX stack • Evaluate new features and roadmap updates to adopt in the environment • Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance • Continuous improvement by monitoring and measuring system performance, identify improvements (routing optimization, automation, analytics). • Optimize system performance and troubleshoot complex issues. • Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels. • Liaison with client, provide consulting for cloud migration and CX transformation. • Implement best practices for code quality and maintainability. • Lead root cause analysis for platform issues and critical incidentsAdd details about Core Technical and Domain Skills Preferred skills Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox Develop High Level Design and Low Level Design, including data flow diagrams and routing plans. Qualifications and work authorization • Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education. • This position may require relocation and/or travel to work/project location. • Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future. Compensation Estimated annual compensation range for this role will be as follows: In CA / WA / NY / CO, IL, MN, NJ: $ 73000 to $ 102200 In Washington, DC: $66100 to $ 100200 Benefits Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits: • Medical/Dental/Vision/Life Insurance • Long-term/Short-term Disability • Health and Dependent Care Reimbursement Accounts • Insurance (Accident, Critical Illness , Hospital Indemnity, Legal) • 401(k) plan and contributions dependent on salary level • Paid holidays plus Paid Time Off About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. EEO Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

Requirements

Must-haves

Job role: Technology Consultant 2
Required skills and experience
Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox
Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.
Ensuring scalability, high availability, disaster recovery, and compliance in architecture
Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks
Support telephony integrations
Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.s.
Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed
Drive AI/automation/analytics enhancements across the CX stack
Evaluate new features and roadmap updates to adopt in the environment
Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance
Continuous improvement by monitoring and measuring system performance, identify improvements (routing optimization, automation, analytics).
Optimize system performance and troubleshoot complex issues.
Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.
Liaison with client, provide consulting for cloud migration and CX transformation.
Implement best practices for code quality and maintainability.
Lead root cause analysis for platform issues and critical incidentsAdd details about Core Technical and Domain Skills
Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

Nice-to-haves

Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox
Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.
Qualifications and work authorization
This position may require relocation and/or travel to work/project location.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aimlrestagile

Platform: infosys
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off