CXone Engineer: AI-Driven CCaaS & Route Architect

ONE (Open Network Exchange); Scottsdale (AZ); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Exclusive Team Member Travel Discounts

Affordable Medical Insurance

Employer Paid Dental and Vision

HSA with Company Contribution

401(k)

Life & AD&D

Pet Benefits

Free Parking

Amazing Culture

Job summary

ONE (Open Network Exchange) in Scottsdale, AZ, is seeking a NiCE CXone Engineer to own administration, configuration, and AI-enhanced optimization of the CXone platform. You will design routing, workflows, and integrations, while troubleshooting and driving improvements across our contact center operations.

The role requires hands-on CXone expertise, strong IVR/design skills, and experience with CXone AI features.

Qualifications

• 3+ years of NiCE CXone admin/config experience with Studio scripting, workflows, QM/WFM.
• Hands-on with CCaaS platforms, contact center engineering and voice tech.
• Experience with CXone AI features, virtual agents, bots, and AI-driven automations.
• Strong IVR design and complex routing knowledge.
• Ability to analyze data, identify improvements, and train users.

Responsibilities

• Administer and configure NiCE CXone platform, including users, security, ACD, skills, and settings.
• Design and manage contact center routing, queue structure, call distribution, and interaction logic.
• Build and support Studio scripts, automated workflows, and AI agent flows.
• Create and manage CXone integrations with CRM, telephony, WFM, and business tools.
• Troubleshoot platform issues, perform root-cause analysis, and prevent recurrence.
• Analyze performance data to identify optimization opportunities and drive adoption.
• Develop dialing strategies aligned with business goals.
• Introduce AI-driven features to boost productivity.
• Collaborate with internal stakeholders to promote feature adoption and growth.
• Engage vendors to improve technology and customer experience.

Skills

CXone administration

Studio scripting

Workflow design

AI features (CXone)

IVR design

Troubleshooting

API integrations

VoIP technologies

Communication

Cross-functional collaboration

Tools

CXone Studio

CXone AI

CRM integrations

Webhooks

Salesforce integration

Job description

ONE (Open Network Exchange) in Scottsdale, AZ, is seeking a NiCE CXone Engineer to own administration, configuration, and AI-enhanced optimization of the CXone platform. You will design routing, workflows, and integrations, while troubleshooting and driving improvements across our contact center operations.

The role requires hands-on CXone expertise, strong IVR/design skills, and experience with CXone AI features.