CXone Platform Engineer: AI-Driven Center Optimization

ONE (Open Network Exchange)

Scottsdale (AZ)

On-site

USD 90,000 - 130,000

Full time

2 days ago

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Benefits offered by this job

Travel discounts

Medical Insurance

Dental and Vision Insurance

401(k)

Life & AD&D

Pet benefits

Parking

Culture

Job summary

ONE (Open Network Exchange) in Scottsdale, AZ seeks a NiCE CXone Engineer to own administration, configuration, and AI-driven optimization of the CXone contact center platform. You will design routing, build integrations, and collaborate with leaders to drive adoption while continuously improving performance across operations.

The role requires hands-on CXone expertise, Studio scripting, and strong troubleshooting.

Qualifications

Minimum 3 years of hands-on NiCE CXone system administration and configuration.
Experience with CXone Studio scripting, workflow design, and digital engagement.
Strong knowledge of CCaaS, contact center engineering, and voice technologies.
Experience with CXone AI features, virtual agents, and automated workflows.

Responsibilities

Administer and configure the NiCE CXone platform including user and security management.
Design and manage contact center routing, queue structure, call distribution, and logic.
Develop, test, and support Studio scripts and AI agent flows.
Build and manage CXone integrations with CRM, telephony, WFM, and other tools.
Troubleshoot platform, routing, and integration issues; perform root-cause analysis.
Analyze performance data to identify opportunities and optimize operations.
Develop dialing strategies to support business goals and outcomes.
Introduce AI-driven features and automations to boost productivity.
Collaborate with stakeholders to promote feature adoption and growth.
Engage with vendors to improve technology and customer experience.