Senior NICE CXone Contact Center Engineer

We are seeking a Senior NICE CXone Contact Center Engineer to serve as the technical lead and subject-matter expert for our enterprise contact center platform. This role is responsible for the design, development, integration, and operational support of voice, IVR, chat, and email solutions built on the NICE CXone (formerly NICE inContact) platform., This is a hands-on engineering role, not desktop support or presales. The ideal candidate will have deep experience with CXone IVR development, call routing, APIs, integrations, Linux environments, and contact center operations, and will work closely with business partners to translate requirements into scalable, production-ready solutions., CXone Platform Engineering & Operations

• Provide day-to-day engineering support for the NICE CXone contact center platform, including voice, IVR, chat, and email channels
• Monitor system performance, troubleshoot issues, and proactively address service impacts
• Resolve complex telecom and application issues across CXone and integrated systems
• Coordinate with NICE and third-party vendors for escalations and problem resolution
• Apply application and security patches in accordance with IT standards
• Maintain thorough documentation of configurations, processes, and procedures

IVR & Omnichannel Solution Development

• Design and develop IVR call flows, voice, chat, and email workflows using CXone Studio and related tools
• Build and support API-based integrations between CXone and backend systems (CRM, databases, web services)
• Translate business requirements into technical CXone configurations and solutions
• Act as the primary liaison between business stakeholders and IT for contact center initiatives
• Coordinate testing and validation activities for new features, fixes, and platform upgrades

Technical Leadership, Quality & Documentation

• Serve as the CXone technical lead and SME for IT and business initiatives
• Ensure high-quality deliverables with minimal rework and strong end-user satisfaction
• Diagnose and resolve issues using monitoring, logging, and diagnostic tools
• Create and maintain detailed technical documentation and reference materials
• Influence design standards and best practices across telecom and contact center systems

Continuous Improvement & Mentorship

• Stay current on NICE CXone features, telecom technologies, and supporting software platforms
• Identify opportunities to optimize performance, stability, and customer experience
• Mentor junior engineers and support skill development across the team

• 10+ years of overall information technology experience
• 5+ years supporting telecom or contact center applications
• 5+ years of programming or solution development experience
• 3+ years supporting Linux-based applications

Technical Skills

• Strong hands-on experience with NICE CXone / NICE inContact
• Deep understanding of contact center architecture, including IVR, ACD, routing, and omnichannel solutions
• Experience with IVR development, call flow design, and CXone Studio
• Working knowledge of APIs, system integrations, web technologies, and databases
• Proficiency with Linux and Windows operating systems

Education & Certifications

• Bachelor's degree in Computer Science, Engineering, or a related technical field (or equivalent experience)
• NICE Certified System Administrator (preferred, not required), * Do you now, or will you in the future, require sponsorship for employment visa status to work legally for NJM in the United States?
• In one or two sentences, please describe your primary background.
• Please describe your experience working on integrations between a contact center platform and backend systems (CRM, databases, web services, APIs).

Experience:

• development on the NICE CXone platform: 5 years (Required)
• personally designing or modifing IVR call flows: 5 years (Required)

Work Location: Hybrid remote in Ewing, NJ 08628

Referral program, Tuition reimbursement, Paid parental leave, Parental leave, 401(k), Health insurance, 401(k) matching, Paid time off, Eligible full-time employees receive a competitive Total Rewards package, including but not limited to a 401(k) with employer match up to 8% and additional service-based contributions, Health, Dental, and Vision insurance, Life and Disability coverage, generous PTO, Paid Sick Leave, and paid parental leave in addition to state-mandated leave. Employees may also be eligible for discretionary bonuses.

Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.

Pay: $120,515.00 - $139,901.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance