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Endava

Infrastructure Engineer

Endava

. Architect, optimize, and support the cloud-based communication ecosystem as the primary NICE CXone subject matter expert .

Posted 10/2/2026full-timeRemote • FranceMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in architecting and optimizing cloud-based communication ecosystems, particularly with NICE CXone, Salesforce, ServiceNow, and EPIC. Proficient in developing AI solutions, managing fraud protection products, and mentoring teams in advanced scripting and integration methodologies.

Highest-signal resume keywords
NICE CXone ExpertiseAI Technologies DevelopmentFraud Protection ImplementationReal-Time API IntegrationTechnical Mentorship

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
System DesignIntegration KnowledgeScripting LogicAI Agent DevelopmentVoice BiometricsWorkflow OptimizationRoot-Cause AnalysisTroubleshootingComplex Script RefactoringProcess Automation
Soft Skills
Analytical Problem-SolvingCommunication ProficiencyCross-Team CollaborationDedication to MentorshipDrive for Innovation
Tools & Technologies
SalesforceServiceNowEPICNICE CXoneWeb/Chat BotsAgentic Voice AgentsLLM PromptingAPI IntegrationsProactive MonitoringDocumentation Management
Certifications & Qualifications
Bachelor's Degree in Computer ScienceBachelor's Degree in Information Technology
Industry Keywords
Cloud-Based CommunicationCCaaSFraud Protection ProductsVoice BiometricsConversational AITechnical TroubleshootingService Quality VerificationSOPsTier-3 EscalationsComplex Routing Scripts

Tech Stack

Tools & technologies
CloudServiceNow

About the role

Key responsibilities & impact
  • Architect, optimize, and support the cloud-based communication ecosystem as the primary NICE CXone subject matter expert
  • Troubleshoot, expand, and build advanced workflows in complex existing routing scripts
  • Design, develop, and deploy conversational AI solutions, AI agents, LLMs, web/chat bots, and Agentic voice agents
  • Engineer, support, and troubleshoot real-time API integrations between NICE CXone, Salesforce, ServiceNow, and EPIC
  • Implement, manage, and optimize fraud protection products and voice biometrics
  • Lead technical troubleshooting, root-cause analysis, and permanent solutions for major platform events and outages
  • Mentor CCaaS Analysts and Engineers in scripting, AI, and integration methodologies
  • Implement proactive monitoring and verify service quality
  • Maintain documentation of architectures, scripting logic, integration data flows, and SOPs

Requirements

What you’ll need
  • Deep, hands-on system design and integration knowledge with NICE CXone, Salesforce, ServiceNow, and EPIC platforms
  • Extensive expertise in AI technologies, including complex integrated AI agents, LLM prompting, web/chat bots, and Agentic voice solutions
  • Proven ability to interpret, refactor, and expand complex existing scripts and codebases
  • Strong background in implementing fraud protection and voice biometrics products
  • Advanced analytical problem-solving skills with experience resolving major outages and tier-3 escalations
  • Strong communication proficiency
  • Dedication to technical mentorship and cross-team collaboration
  • Drive for innovation, continuous learning, and process automation
  • Bachelor's Degree in Computer Science, Information Technology, or equivalent technical experience
  • Ability to attend internal and external meetings via video calls as necessary
  • Ability to work onsite at corporate or client offices as necessary
  • Ability to remain stationary at a desk and work on a computer for prolonged periods
  • Ability to bend, kneel, crouch, and reach overhead as necessary
  • Hand-eye coordination to operate computers and office equipment
  • Close vision, tolerance of fluorescent lighting, and ability to adjust focus
  • For roles requiring travel/event attendance, ability to lift 25 lbs
  • For roles requiring travel/event attendance, valid driver's license and acceptable driving record

Benefits

Comp & perks
  • Competitive salary package
  • Share plan
  • Company performance bonuses
  • Value-based recognition awards
  • Referral bonus
  • Career coaching
  • Global career opportunities
  • Non-linear career paths
  • Internal development programmes for management and technical leadership
  • Complex projects
  • Rotations
  • Internal tech communities
  • Training
  • Certifications
  • Coaching
  • Online learning platforms subscriptions
  • Pass-it-on sessions
  • Workshops
  • Conferences
  • Hybrid work
  • Flexible working hours
  • Employee assistance programme
  • Global internal wellbeing programme
  • Access to wellbeing apps
  • Hobby clubs and interest groups
  • Inclusion and diversity programmes
  • Events and celebrations
  • Medical, dental, vision, and disability coverage
  • Flexible Spending Accounts (Medical, Transit, and Dependent Care)
  • Employer-paid life insurance and AD&D coverages
  • Health Savings Account paired with a low-cost High Deductible Medical Plan
  • 401(k) Safe Harbor Retirement plan with employer match and immediate vesting