CXone Platform Engineer: AI-Driven Contact Center Innovator

Kids for the Future

Scottsdale (AZ)

On-site

USD 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Exclusive Team Member Travel Discounts

Affordable Medical Insurance

100% Employer Paid Dental and Vision

HSA with Company Contribution

401(k)

Life & AD&D Insurance

Pet Benefits

Covered Parking

Amazing Culture

Job summary

ONE is seeking a skilled NiCE CXone Engineer to own administration, configuration, integration, and AI-driven optimization of our CXone contact center platform. You will design routing, build integrations with CRM and WFM, and implement automation to enhance customer interactions while partnering with business leaders to drive adoption and performance improvement.

The role requires 3+ years of CXone administration expertise, strong IVR and CCaaS knowledge, and a hands-on approach to

Qualifications

Minimum 3 years of hands-on NiCE CXone system administration and configuration experience.
Working knowledge of CCaaS platforms, contact center engineering and voice technologies.
Hands-on experience with CXone AI features, such as virtual agents and bots, Enlighten AI, and conversational or generative AI-driven automations.
Strong experience with IVR design and complex routing logic.

Responsibilities

Administer and configure the NiCE CXone platform, including user and security profile management, ACD and skill setup, business units, and platform-wide settings.
Design, build, and manage contact center routing, queue structure, call distribution, and customer interaction logic within NiCE CXone.
Build, test, support Studio scripts, automated workflows, AI agent flows.
Build and manage integrations between CXone and connected systems, including CRM, telephony, WFM, and other contact center and business tools.
Troubleshoot and resolve platform, routing, integration, and script issues, performing root-cause analysis to prevent recurrence.
Analyze performance data and trends to proactively identify opportunities for improvement and optimization.
Develop dialing strategies to support business goals and expected outcomes.
Introduce AI-driven features and process automations that increase productivity across the business.
Partner with internal stakeholders & leadership to promote feature adoption, effective use, and continuous growth.
Engage with vendors to improve technology, enhance customer experience, and resolve issues.