Senior Contact Center Engineer - NICE CXone

Reed Elsevier Philippines; Quezon City; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work setup

IT equipment provided

HMO coverage from Day 1 for you and 4+

Retirement package

Life and Accident Insurance

PTO 24 days

Merit increase and incentives

Training and certifications

Job summary

Reed Elsevier Philippines is seeking an experienced Senior Contact Center Engineer to design, develop, and support enterprise-grade contact center solutions across voice and digital channels. You will build and optimize customer interaction journeys using NICE CXone (inContact) and Cognigy or similar platforms.

The ideal candidate has deep expertise in CXone Studio scripting, IVR development, intelligent routing, API integrations, and AI-powered virtual agents.

Qualifications

• Bachelor's degree required.
• 5+ years of experience in enterprise contact center solutions.
• Hands-on NICE CXone (inContact) including Studio scripting and ACD config.
• Experience designing IVR apps, call flows, routing, and self-service.
• Experience with Cognigy or similar platforms.
• Strong knowledge of Cognigy Flow Builder, API integration nodes, webhook configuration, NLU/NLP, and omnichannel deployments.
• REST APIs and web services integration with external systems.
• Excellent troubleshooting, debugging, and root-cause analysis in production environments.

Responsibilities

• Design, develop, maintain, and troubleshoot NICE CXone scripts for inbound/outbound/ blended operations.
• Build and optimize IVR apps, self-service, routing, queue management, and skills-based routing.
• Develop and support AI-powered virtual agents using Cognigy or similar platforms.
• Create and maintain conversational workflows using Cognigy Flow Builder with context/session management.
• Configure and manage API Integration Nodes, webhooks, and external system connectivity.
• Implement omnichannel engagement across Voice/IVR, Web Chat, SMS, and other channels.
• Integrate contact center platforms with CRM/databases/middleware via REST APIs.
• Provide on-call support and production incident resolution.
• Prepare technical docs, process flows, and configuration guides.

Skills

NICE CXone

IVR development

Cognigy

API integrations

Omnichannel

Troubleshooting

Documentation

Stakeholder management

Education

Bachelor's degree

Tools

Cognigy

Job description

Join us and enjoy benefits designed to help you thrive:

• Flexible hybrid work setup
• IT Equipment provided
• HMO coverage starting from Day 1 for you and FOUR FREE dependents
• Attractive retirement package with company matching
• Life and Accident Insurance starting Day 1
• 24 Annual PTOs, additional 6 once you reach your 5th year with us
• Competitive benefits with annual merit increase and incentives
• Continuous improvement for our employees (workshops, certification programs, learning sessions, etc.)

Work Arrangement:

• Set-Up: Hybrid (1-2/month onsite reporting)
• Location: UP AyalaLand Technohub, Commonwealth, Quezon City

What You’ll Be Doing:

We are seeking an experienced Senior Contact Center Engineer to design, develop, and support enterprise-grade contact center solutions across voice and digital channels. This role will be responsible for building and optimizing customer interaction journeys using NICE CXone (inContact) and Cognigy (NICE Cognigy) or similar enterprise Conversational AI platforms.

The ideal candidate possesses deep expertise in NICE CXone Studio scripting, IVR development, intelligent call routing, API integrations, and AI-powered virtual agents. This individual will play a key role in delivering scalable, omnichannel customer experiences across Voice/IVR, Web, Chat, SMS, and other digital engagement channels.

Key Responsibilities:

• Design, develop, maintain, and troubleshoot complex NICE CXone Studio scripts for inbound, outbound, and blended contact center operations.
• Build and optimize IVR applications, self-service solutions, routing logic, queue management, and skills-based call distribution.
• Develop and support AI-powered virtual agents using Cognigy (NICE Cognigy) or similar enterprise Conversational AI platforms.
• Create, maintain, and enhance conversational workflows using Cognigy Flow Builder, including context handling, session management, and conversation orchestration.
• Configure and manage API Integration Nodes, webhooks, and external system connectivity to support customer-facing automation.
• Implement omnichannel customer engagement solutions across Voice/IVR, Web Chat, SMS, and other digital channels.
• Integrate contact center platforms with CRM systems, databases, middleware, and third-party applications using REST APIs and web services.
• Support NLU and LLM orchestration capabilities to improve chatbot and voicebot performance and customer experience.
• Perform root cause analysis, debugging, and issue resolution for production incidents and platform-related problems.
• Collaborate with business stakeholders to gather requirements and translate business needs into technical solutions.
• Conduct unit testing, integration testing, user acceptance testing (UAT), and production validation.
• Create and maintain technical documentation, process flows, configuration guides, and support procedures.
• Provide operational support for NICE CXone platforms, including participation in rotational on-call support when required.
• Continuously identify opportunities to improve automation, customer self-service, routing efficiency, and overall contact center performance.

Qualifications:

• Bachelor's Degree.
• Minimum of 5 years of experience supporting and developing enterprise contact center solutions.
• Strong hands-on experience with NICE CXone (inContact), including advanced Studio scripting and ACD configuration.
• Proven experience designing and implementing IVR applications, call flows, routing strategies, and customer self-service solutions.
• Experience with Cognigy (NICE Cognigy) or similar Conversational AI platforms.
• Strong understanding of Cognigy Flow Builder, context and session management, API integration nodes, webhook configuration, NLU/NLP concepts, LLM orchestration and omnichannel conversational AI deployments.
• Experience integrating contact center platforms with external systems using REST APIs, JSON, and web services.
• Strong troubleshooting, debugging, and root cause analysis skills in production environments.
• Solid understanding of contact center technologies including ACD, IVR, skills-based routing, and omnichannel customer engagement.
• Excellent verbal and written communication skills.
• Strong documentation, problem-solving, and stakeholder management capabilities.
• Ability to work effectively in a fast-paced environment, manage competing priorities, and take ownership of issues through resolution.
• Willingness to participate in rotational on-call support and support global business operations.