CXone Engineer

Insite Managed Solutions; Metro Manila; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Insite Managed Solutions in the Philippines is seeking a Senior CXone Engineer to lead hands-on maintenance and development of a NICE CXone environment. You will build call flows, support integrations with Salesforce and WFM, and troubleshoot complex voice-quality issues while coordinating with senior architects.

The role emphasizes incident response, change management, and delivering reliable operations for a global account from a distributed delivery model.

Qualifications

• 4-7 years of telephony or contact center technology experience.
• Hands-on CXone Studio scripting for call flows, IVR, and self-service routing.
• Experience building/rest interfaces between CXone and Salesforce or WFM via REST/SOAP, XML, and webhooks.
• Experience troubleshooting voice-quality issues in production contact centers.

Responsibilities

• Develop and maintain CXone Studio scripts for call flows, IVR logic, and self-service routing.
• Build and support integrations connecting CXone to Salesforce, WFM, and other internal systems using REST and SOAP APIs, XML, and webhooks.
• Diagnose and resolve advanced voice-quality issues, including codec, network, and carrier-level troubleshooting.
• Implement and maintain ACD/IVR routing configuration aligned with skill and channel strategy.
• Partner with the Senior CXone Architect on environment-wide changes and assess downstream impact.
• Provide ongoing operational support for the CXone platform, including incident response and change requests.

Skills

CXone Studio scripting

Telephony/CC technology experience

API integrations (REST/SOAP)

Voice-quality troubleshooting

Tools

Salesforce

WFM

XML

Webhooks

Job description

This is an international role based in Philippines. Only Applicants currently residing in Philippines will be considered

Schedule: Full-Time

Position Objective:
As a Senior CXone Engineer, you will serve as a primary hands-on technical resource supporting the day-to-day operation and continued development of a NICE CXone environment. You will build and maintain call flows, support integrations between CXone and adjacent business systems, troubleshoot advanced voice-quality issues, and implement routing configuration. You will also partner with senior technical resources on broader platform changes while providing reliable operational support for incidents and change requests.

Critical Success Behaviors:

• Develop and maintain CXone Studio scripts for call flows, IVR logic, and self-service routing
• Build and support integrations connecting CXone to Salesforce, Workforce Management (WFM), and other internal systems using REST and SOAP APIs, XML, and webhooks
• Diagnose and resolve advanced voice-quality issues, including codec, network, and carrier-level troubleshooting
• Implement and maintain ACD/IVR routing configuration in alignment with the platform's skill and channel strategy
• Partner with the Senior CXone Architect on environment-wide changes and identify proposed changes that may carry broader downstream impact
• Provide ongoing operational support for the CXone platform, including incident response and change requests

Qualifications:

The ideal candidate MUST possess:

• 4-7 years of telephony or contact center technology experience
• Hands-on experience with CXone Studio scripting for call flows, IVR, and self-service routing
• Practical experience building or supporting REST/SOAP API, XML, and webhook integrations between CXone and business systems such as Salesforce or WFM platforms
• Demonstrated experience troubleshooting voice-quality issues in a production contact center environment

The ideal candidate would typically have:

• Familiarity with adjacent contact center technologies, including PBX, CTI, VoIP, and SaaS telephony architecture
• Experience operating in a remote, international, or distributed delivery model supporting a US-based or global account
• Experience with omnichannel voice and digital routing design beyond voice-only IVR work