Contact Center Consultant

Access Data Consulting Corporation; United States; Remote; USD 80,000 - 113,000; Full time

Benefits offered by this job

Remote work

W2 contract

Job summary

Access Data Consulting Corporation seeks a Senior CCaaS Engineer to optimize NICE CXone environments, build advanced routing and automated AI workflows, and lead complex integrations with Salesforce, ServiceNow, and EPIC. You will mentor engineers, resolve major incidents, and improve monitoring and documentation.

The role is a 12-month W2 contract with 100% remote work, targeting an hourly rate of $70.00, and requires a strong background in enterprise contact centers, APIs, and AI technologies.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent technical experience.
• Strong hands-on experience with NICE CXone in enterprise contact centers.
• Experience with APIs and enterprise integrations (Salesforce, ServiceNow, EPIC).
• Hands-on AI/LLM technologies, conversational AI, chatbots, or voice AI.
• Experience in fraud prevention and/or voice biometrics.
• Proven ability to resolve complex production issues and handle Tier 3 escalations.

Responsibilities

• Design, troubleshoot, and optimize NICE CXone environments and routing scripts.
• Develop and enhance advanced workflows to support changing business needs.
• Design and implement AI and automation solutions, including AI agents, LLMs, chatbots, and voice tech.
• Engineer real-time integrations between NICE CXone and Salesforce, ServiceNow, EPIC.
• Lead major incidents and provide Tier 3 escalation support and mentorship.
• Perform root-cause analyses and implement long-term fixes.
• Develop proactive monitoring and quality controls to prevent issues.

Skills

NICE CXone

APIs

Enterprise integrations

AI/LLM technologies

Fraud prevention

Voice biometrics

Tier 3 escalation

Mentorship

Education

Bachelor's degree in CS/IT or related field

Tools

NICE CXone

Salesforce

ServiceNow

EPIC

Job description

We are seeking a Senior CCaaS Engineer to serve as a technical subject matter expert for NICE CXone, supporting and optimizing a complex cloud-based contact center environment. This role will focus on advanced scripting, enterprise integrations, AI/automation, and Tier 3 technical support.

The ideal candidate is a strong problem solver who can work within complex existing architectures, lead major incident resolution, and provide technical mentorship to CCaaS engineering teams.

• 12-month W2 contract, potential to extend
• 100% remote
• Target Pay: $70.00/hr
• No H1B or C2C candidates at this time

Key Responsibilities

• Design, troubleshoot, and optimize NICE CXone environments and complex routing scripts.
• Develop and enhance advanced workflows to support evolving business requirements.
• Design and implement AI and automation solutions, including AI agents, LLMs, chatbots, and agentic voice technologies.
• Engineer and troubleshoot real-time integrations between NICE CXone and platforms such as Salesforce, ServiceNow, and EPIC.
• Implement and support fraud protection and voice biometric technologies.
• Serve as a Tier 3 escalation point and technical lead during major incidents and platform outages.
• Perform root-cause analysis and implement long-term corrective solutions.
• Develop proactive monitoring and quality controls to identify issues before they impact the business.
• Mentor CCaaS analysts and engineers on scripting, AI, integrations, and troubleshooting.
• Maintain technical documentation, system configurations, integration flows, and operational procedures.

Required Qualifications

• Strong hands-on experience with NICE CXone and enterprise contact center environments.
• Advanced experience with CXone scripting, routing, and workflow development.
• Experience with APIs and enterprise integrations, preferably Salesforce, ServiceNow, and/or EPIC.
• Hands-on experience with AI/LLM technologies, conversational AI, chatbots, or voice AI.
• Experience with fraud prevention and/or voice biometrics.
• Proven experience resolving complex production issues and Tier 3 escalations.
• Strong analytical, communication, documentation, and problem-solving skills.
• Ability to mentor technical teams and collaborate across engineering and business groups.

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent technical experience.