Senior CXone Engineer: IVR, Integrations & Voice Quality

Insite Managed Solutions

Metro Manila

On-site

PHP 1,339,000 - 2,009,000

Full time

11 days ago

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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.