IVR Engineer

BuzzClan; Vancouver; On-site; CAD 95,000 - 120,000; Full time

Job summary

A leading tech consultancy is seeking a Senior IVR Engineer in Vancouver to design and optimize voice and digital engagement solutions using NICE CXone. Ideal candidates will have extensive experience in IVR engineering, strong technical and analytical skills, and a passion for enhancing customer satisfaction. The role offers a full-time, remote work option.

Qualifications

• 5+ years of experience in IVR engineering, including 3+ years with NICE CXone.
• Proven experience designing and optimizing NICE CXone Studio IVR workflows.
• Strong understanding of HIPAA and TCPA compliance.

Responsibilities

• Architect, design, and implement advanced IVR flows using NICE CXone Studio.
• Integrate SmartReach Dialer for proactive outbound campaigns.
• Build omnichannel experiences connecting voice, SMS, and digital channels.

Skills

IVR engineering experience

NICE CXone expertise

Salesforce Health Cloud integration

Speech recognition and NLP

JavaScript and Python proficiency

Contact center analytics knowledge

Excellent analytical and communication skills

Education

Bachelor’s degree in Computer Science, Engineering, or a related field

Tools

NICE CXone Studio

SmartReach Dialer

Call Miner Analytics

REST API

Job description

Job Title

Senior IVR Engineer – NICE CXone

Location

Vancouver, BC (Remote)

Client

Contact Center Technology – Healthcare Domain

Duration

Full-Time / Permanent

Note

We are seeking a highly skilled Senior IVR Engineer with deep expertise in NICE CXone to design, develop, and optimize intelligent voice and digital customer engagement solutions. The ideal candidate will have hands‑on experience building omnichannel IVR workflows, integrating AI‑driven analytics, and connecting customer experiences across voice, SMS, and digital channels. This role requires strong technical proficiency, integration experience with Salesforce Health Cloud, and a passion for enhancing operational efficiency and customer satisfaction.

Key Skills & Expertise

• 5+ years of experience in IVR engineering, including 3+ years with NICE CXone
• Strong knowledge of SmartReach Dialer, Call Miner Analytics, Enlighten AI, and Workforce Management (WFM) tools
• Hands‑on experience with Salesforce Health Cloud, workflow automation, and API integrations
• Expertise in speech recognition, natural language processing (NLP), and SMS channel design
• Proficiency in JavaScript, Python, and REST API development for system integrations
• Deep understanding of contact center analytics, survey design, and compliance (HIPAA, TCPA)
• Excellent analytical, communication, and problem‑solving skills

Experience / Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field
• 5+ years of experience in contact center technology development and support
• Proven experience designing and optimizing NICE CXone Studio IVR workflows
• Integration experience between NICE CXone, Salesforce, and enterprise applications
• Demonstrated ability to lead technical design, documentation, and performance tuning of IVR systems
• Strong understanding of cloud‑based contact center solutions, APIs, and workflow orchestration
• Familiarity with AI‑powered analytics tools and omnichannel routing strategies

Responsibilities

• Architect, design, and implement advanced IVR flows using NICE CXone Studio with Advanced Routing and Natural Language Speech Recognition (NLP)
• Integrate SmartReach Dialer for proactive outbound campaigns and real‑time customer notifications
• Build omnichannel experiences connecting voice, SMS, and digital channels seamlessly
• Implement and optimize NICE Call Summarization, Call Miner, and Enlighten AI for actionable insights and automation
• Develop and manage APIs and data flows between NICE CXone, Salesforce Health Cloud, and other enterprise systems
• Create and maintain post‑call surveys, feedback loops, and sentiment analysis dashboards
• Collaborate with WFM teams to align IVR routing logic with staffing forecasts and performance models
• Conduct system audits, troubleshoot performance issues, and ensure regulatory compliance (HIPAA, TCPA)
• Prepare and conduct knowledge transfer sessions and maintain complete technical documentation

Preferred Certifications

• NICE CXone Certified Engineer
• Salesforce Administrator or Health Cloud Certification
• Call Miner Analyst Certification

If you’re interested in exploring this opportunity or learning more, please share your updated resume at [e-mail]