About Condado
Condado is a fast-growing Contact Center as a Service (CCaaS) system integrator and customer experience consulting firm. We specialize in helping enterprises select, implement, integrate, and support cloud-based contact center solutions. Our mission is to build seamless, AI-powered CX ecosystems that drive exceptional customer engagement and long-term growth. We partner with leading CCaaS and CX technology vendors (e.g. NICE CXone, Genesys Cloud, Five9, Zoom Contact Center, and emerging AI providers) to deliver end-to-end solutions – from upfront advisory and vendor selection through implementation, integration with CRM/back-end systems, and ongoing managed support. We operate as a “super integrator,” combining the advisory insight of a technology agent with deep technical implementation capabilities. With Condado’s vendor-agnostic approach and focus on innovation, we enable clients to reimagine their customer interactions – integrating voice, chat, social, and AI-driven channels into one intelligent platform. Our team’s background includes experience at top CCaaS vendors, consultancies, and enterprises, giving us unmatched expertise in contact center technology and customer experience (CX) strategy.
About the Role
We are hiring a senior NICE CXone expert who is both a solutions architect and a hands-on builder. You will be the dedicated NICE resource for a key client account, working full-time as their go-to expert across the full CXone platform, including Enlighten AI and the NICE–Salesforce integration. You will lead strategy conversations with senior client stakeholders and then build what you design. This is a long-term role: after the initial engagement, you will support our high-end clients and larger NICE engagements.
Key Responsibilities
Serve as the dedicated, full-time NICE CXone expert for a client account
Architect and hands-on build solutions across the full NICE CXone platform
Design and implement Enlighten AI capabilities, such as using AI to score script adherence and drive skill assignments
Own the NICE–Salesforce integration, including the newer integration changes and upgrades to the new integration
Lead working sessions with client stakeholders, often on short notice, on contact center strategy and complex use cases
Answer technical and strategic questions with confidence in client meetings, acting as a trusted advisor
Deliver feature enhancements and integration upgrade work across related workstreams
After the initial engagement, support high-end clients and larger NICE engagements
Required Skills & Experience
Senior-level solutions architect experience with NICE CXone
Deep, hands-on knowledge across all of NICE CXone, with no gaps in integration knowledge
Hands-on development experience building CXone solutions, not only designing them
Experience with NICE Enlighten AI capabilities
Experience with the NICE–Salesforce integration, including its recent changes
Strong client presence: comfortable leading meetings with demanding senior stakeholders and answering complex questions on the spot
Ability to discuss contact center strategy as well as technical implementation
Availability for a full-time, dedicated commitment to one client engagement
Engagement Details
Full-time, 40 hours per week, dedicated to a single client engagement
Initial client engagement of 6 to 9 months, followed by a long-term role on our high-end client work
Target start within approximately 3 to 4 weeks
The final step includes a short introductory call with the client team