> Markdown version of [/jobs/ext/2557545-contact-center-platform-engineer](https://www.wearedevelopers.com/jobs/ext/2557545-contact-center-platform-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Contact Center Platform Engineer - **Company:** Open Network Exchange - **Location:** Scottsdale, AZ, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, VoIP, System Configuration, Electronic Data Interchange (EDI), Salesforce.Com, Systems Integration, Workflow Management Systems, Apex Code, Scripting, Chatbots, Prompt Engineering, Bots, Data Management, Tools for Reporting, Virtual Agents, Api Design, Webhooks, Api Management - **Published:** August 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=06dd1170191b8e83 ## About the Role We are seeking a highly skilled NiCE CXone Engineer to join our Telephony Team and take ownership of the administration, configuration, integration, and AI-driven optimization of our CXone contact center platform. The ideal candidate brings deep, hands-on expertise across the core platform, stays current on emerging CXone capabilities and contact center technologies, and excels at troubleshooting and identifying areas for improvement. In this role you will design/maintain the routing, workflows, build integrations and automations that enhance our environment, improve customer interactions, partner with business leaders to drive adoption, and continuously boost performance across our contact center operations., * Minimum 3 years of hands-on NiCE CXone system administration and configuration experience, with expert-level command of the core platform, including Studio scripting, workflow design, digital engagement, contact routing, QM and WFM tools. * Working knowledge of CCaaS platforms, Contact Center engineering and Voice technologies. * Hands-on experience with CXone AI features, such as virtual agents and bots, Enlighten AI, and conversational or generative AI-driven automations. * Strong experience with IVR design and complex routing logic. * Strong troubleshooting and problem-solving skills, with the ability to use reporting and analytics tools to evaluate platform performance and make actionable improvement recommendations. * Technical background with VoIP technologies, API integrations, webhooks and data exchange between platforms. * Strong communication skills with the ability to train users and explain technical concepts. * Ability to work on-site and collaborate closely with cross-functional teams. * Strongly preferred: Experience with Cognigy AI and other AI features, including AI/prompt engineering and conversational AI frameworks. * Preferred: Hands-on experience configuring and supporting the CXone-Salesforce integration. * Preferred: Salesforce Administration or Development experience, including flows, security, data management, and Apex/API development. ## Description * Administer and configure the NiCE CXone platform, including user and security profile management, ACD and skill setup, business units, and platform-wide settings. * Design, build, and manage contact center routing, queue structure, call distribution, and customer interaction logic within NiCE CXone. * Build, test, support Studio scripts, automated workflows, AI agent flows. * Build and manage integrations between CXone and connected systems, including CRM, telephony, WFM, and other contact center and business tools. * Troubleshoot and resolve platform, routing, integration, and script issues, performing root-cause analysis to prevent recurrence. * Analyze performance data and trends to proactively identify opportunities for improvement and optimization. * Develop dialing strategies to support business goals and expected outcomes. * Introduce AI-driven features and process automations that increase productivity across the business. * Partner with internal stakeholders & leadership to promote feature adoption, effective use, and continuous growth. * Engage with vendors to improve technology, enhance customer experience, and resolve issues. ## Related Videos - [Creating bots with Dialogflow CX](https://www.wearedevelopers.com/videos/587-creating-bots-with-dialogflow-cx) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Command the Bots: Mastering robots.txt for Generative AI and Search Marketing](https://www.wearedevelopers.com/videos/1165-command-the-bots-mastering-robots-txt-for-generative-ai-and-search-marketing) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Beyond Webhooks: The Future of Scalable API Event Delivery](https://www.wearedevelopers.com/videos/100312-beyond-webhooks-the-future-of-scalable-api-event-delivery) - [Design as an algorithm, not as a feature](https://www.wearedevelopers.com/videos/471-design-as-an-algorithm-not-as-a-feature) ## Related Articles - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)