NICE CXONE Contact Center Engineer

Zeektek; Columbus (OH); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A technology hiring company seeks a NICE Call Center Engineer for an onsite role in Columbus, Ohio. The engineer will support, optimize, and implement NICE contact center solutions, ensuring reliable operations. Candidates should have a Bachelor’s degree in IT or Computer Science and 2–5 years of relevant experience. Strong troubleshooting skills in VoIP and call routing are essential. Benefits include medical and vision insurance, along with a 401(k). This is a contract position leading to potential full-time employment.

Qualifications

• 2–5+ years of experience supporting contact center environments.
• Hands-on experience with NICE contact center platforms.
• Strong troubleshooting skills in VoIP and call routing.

Responsibilities

• Configure and support NICE contact center solutions.
• Monitor system performance and proactively address issues.
• Provide Tier 2/3 support for call center agents.

Skills

NICE CXone

VoIP troubleshooting

Call center telephony concepts

Customer service skills

Problem-solving abilities

Education

Bachelor’s degree in Information Technology, Computer Science, or equivalent

Tools

Windows OS

SQL

CRM integrations

Job description

Onsite role - must live in Columbus or surrounding area. 6 month contract to hire.

Job Summary

The NICE Call Center Engineer is responsible for the design, implementation, support, and optimization of NICE contact center solutions. This role combines hands‑on technical engineering with service desk support, ensuring reliable call center operations and excellent end‑user support. The engineer works closely with IT, operations, and business stakeholders to maintain high availability, performance, and compliance of call center systems.

Key Responsibilities

• Configure, administer, and support NICE contact center solutions (e.g., NICE CXone, NICE Engage, NICE IEX, NICE Quality Management).
• Manage call flows, IVR scripts, routing strategies, queues, and agent profiles.
• Monitor system performance, capacity, and availability; proactively address issues.
• Implement upgrades, patches, and configuration changes in line with change management processes.
• Integrate NICE solutions with telephony, CRM, and workforce management systems.
• Provide Tier 2/3 service desk support for call center agents, supervisors, and managers.
• Troubleshoot call quality, login, routing, recording, and reporting issues.
• Respond to incidents and service requests, meeting defined SLAs.
• Perform root cause analysis and implement permanent fixes.
• Escalate and coordinate with vendors and internal teams when required.
• Support call recording, quality management, and compliance requirements.
• Assist with reporting, dashboards, and performance metrics.
• Ensure data integrity and adherence to security and regulatory standards.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Participate in system testing, UAT, and production rollouts.
• Provide technical guidance and training to service desk staff and contact center users.
• Collaborate with network, telecom, and application teams.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• 2–5+ years of experience supporting contact center environments.
• Hands‑on experience with NICE contact center platforms (CXone or similar).
• Experience working in a Call Center Service Desk or IT support role.
• Strong troubleshooting skills in VoIP, call routing, and agent desktop issues.

Technical Skills

• NICE CXone (ACD, IVR, QM, WFM, Analytics preferred)
• Call center telephony concepts (SIP, VoIP, softphones)
• Ticketing systems and ITIL-based service desk processes
• CRM integrations (Salesforce, Dynamics, or similar – a plus)
• SQL, reporting tools, or scripting (nice to have)
• Windows OS, basic networking, and cloud-based systems

Soft Skills

• Strong communication and customer service skills
• Ability to work in a fast‑paced, 24/7 support environment
• Excellent problem‑solving and analytical abilities
• Ability to prioritize and manage multiple issues simultaneously
• Team‑oriented with a proactive mindset

Preferred Certifications

• NICE CXone Certification
• ITIL Foundation
• Contact Center or VoIP‑related certifications

Benefits

• Medical insurance
• Vision insurance
• 401(k)

Seniority Level

Mid‑Senior level

Employment Type

Contract

Job Function

Information Technology

Industries

Staffing and Recruiting