NICE CXone Engineer - Remote

As a NICE CXone Engineer, you will be responsible for the design, development, implementation, and support of enterprise contact center solutions within a complex telecommunications environment. You will leverage deep expertise in NICE CXone to develop and optimize call flows, troubleshoot production issues, and support critical contact center operations. This role requires strong technical leadership, hands-on scripting and administration experience, and the ability to collaborate with business, technical, and vendor teams to deliver scalable and reliable contact center solutions., * Design, develop, document, and implement contact center telephony infrastructure and application solutions

• Develop, maintain, and troubleshoot NICE CXone call flow scripts and routing logic
• Support and administer NICE CXone environments in production settings
• Gather and document business and technical requirements for contact center initiatives
• Collaborate with internal teams and external vendors to evaluate and implement new technologies and process improvements
• Ensure interoperability between contact center solutions and network, security, desktop, and compliance systems
• Analyze existing telecommunications environments and recommend improvements in performance, reliability, and scripting efficiency
• Support migration initiatives involving contact center platforms and telephony technologies
• Provide advanced troubleshooting and issue resolution for contact center applications and infrastructure
• Perform system testing, patching, hardening, upgrades, and maintenance activities
• Monitor and support voice systems, call routing, recording platforms, voicemail systems, and supporting technologies
• Maintain technical documentation, procedures, and operational knowledge resources
• Participate in on-call support activities and respond to critical incidents as required
• Collaborate with stakeholders to assess impacts of system changes and ensure business continuity

• Bachelor's degree in Computer Information Systems, Telecommunications, or a related technical field, or equivalent experience
• 5+ years of experience supporting and developing solutions within complex telecommunications environments
• Expert-level hands-on experience with NICE CXone administration, scripting, development, and troubleshooting
• Strong experience with contact center technologies including ACD, PBX, voice systems, call recording, gateways, and voicemail platforms
• Strong understanding of VoIP, SIP, and contact center call routing technologies
• Experience with WAN/LAN networking concepts and infrastructure components
• Knowledge of TCP/IP, routers, session border controllers (SBCs), switches, firewalls, DNS, DHCP, and Citrix environments
• Strong scripting, troubleshooting, and problem-isolation skills within contact center technologies
• Experience analyzing and resolving complex production issues
• Ability to document technical solutions and communicate effectively with technical and business stakeholders
• Strong understanding of telecommunications system integration and operational support
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Excellent verbal and written communication skills
• Willingness to participate in on-call support and respond to after-hours incidents when required
• NICE CXone certification or CCNA Collaboration certification (preferred)
• Experience leading technical initiatives and mentoring team members (preferred)
• Experience supporting large-scale, multi-location, and multi-vendor contact center environments (preferred)
• Experience with contact center platform migration projects (preferred)

• $150,000-180,000 per year Option for full time salary or fee for service. Flexible scheduling for either option. Autonomy with supportive leadership. This Jobot Job is hosted by: Ben Eberly Are you a fit…

• 1 day ago