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# NiCE IVR Telephony Engineer

- **Company:** Kforce Inc.
- **Location:** Armonk, NY, United States (Remote available)
- **Contract:** Contract
- **Skills:** Artificial Intelligence, Computer Telephony Integration, System Configuration, Design Web Format, Cloud Services, Salesforce.Com, Salesforce Lightning, Generative AI, Build Management, Data Objects
- **Published:** October 27, 2026
- **Apply:** https://www.dice.com/job-detail/d3543131-d0e6-4b76-9638-d8323036e5a6

## About the Role

* Hands-on experience installing and configuring the NiCE CXone Agent for Salesforce managed package in a Lightning Service Console environment
 * Demonstrated ability to build and modify NiCE CXone Studio scripts, including Agent Assist actions, ACD skill setup, and post-contact work/disposition configuration
 * Experience administering NiCE CXone Agent Assist Hub, including AutoSummary and Generative AI profile configuration
 * Strong Salesforce Service Cloud skills: custom objects and fields, page layouts, flows, call center administration, and Open CTI
 * Prior experience supporting a contact center connector migration or cutover, including testing, rollback planning, and user enablement
 * Awareness of legacy NiCE inContact CTI connector architecture and how it differs from the modern CXone Agent Embedded approach

Preferred Qualifications:

 * Salesforce Service Cloud certification (e.g., Service Cloud Consultant)
 * Familiarity with NiCE CXone digital license tier capabilities, including Agent Assist Hub and transcription licensing
 * Experience working in regulated industries with PHI or call recording compliance requirements
 * Ability to produce clear technical documentation and knowledge transfer materials

## Description

Kforce has a client that is seeking a NiCE IVR Telephony Engineer in Armonk, NY., We are seeking an experienced integration consultant to support the migration of a large contact center team from a legacy CTI connector to the modern NiCE CXone Salesforce Agent (CXone Agent Embedded), and to configure the CXone Agent Assist Hub for AI-powered call transcription and auto-summary within Salesforce Service Cloud. This is a hands-on configuration and implementation role with active responsibilities in both the NiCE CXone platform and Salesforce., * Lead the migration of ~160 agents from a legacy NiCE inContact CTI adapter to the CXone Agent Embedded connector within Salesforce Lightning Service Console

 * Configure and administer the NiCE CXone Agent Assist Hub, including AutoSummary profiles and Generative AI mode settings
 * Write and modify NiCE CXone Studio scripts for inbound and outbound call flows, including Agent Assist actions and ACD skill/disposition configuration
 * Install and configure the CXone Agent for Salesforce managed package, including call center definitions, permission sets, and utility bar layout
 * Design and build Salesforce Service Cloud components (custom objects, fields, page layouts, flows) to receive and display data from NiCE
 * Manage user profile and permission set updates across both platforms during migration
 * Conduct end-to-end integration testing, document results, and support UAT and go-live activities
 * Coordinate with the client's internal NiCE administrator and Salesforce team throughout the engagement