NICE CXone Tech Consultant — Contact Center Specialist

Gro; Coppell (TX); Hybrid; USD 113,000 - 140,000; Full time

Job summary

Voxai Solutions, Inc. in Coppell, TX is seeking a hands-on Contact Center Technology Consultant with NICE CXone experience to support and optimize modern cloud-based customer engagement platforms. You will configure call routing, IVR flows, and AI-driven tools, troubleshoot issues, and collaborate with teams to deploy new features.

The role emphasizes day-to-day system support, ongoing optimization, and platform enhancements, with a focus on delivering scalable, reliable customer experiences.

Qualifications

• Direct, hands-on experience with NICE CXone (NICE inContact) is required.
• 2+ years working with contact center platforms (NICE, Genesys, Cisco, Avaya, etc.).
• Experience configuring call routing, skill-based routing, and contact flows.
• Familiarity with IVR systems, voice platforms, and digital channels (chat, messaging, etc.).
• Understanding of CTI concepts.
• Exposure to AI/self-service tools and chatbot technologies.

Responsibilities

• Perform hands-on configuration within NICE CXone, including call flows, routing, and platform enhancements.
• Provide ongoing support, maintenance, and optimization of enterprise contact center platforms.
• Build and maintain IVR workflows, dialog flows, and self-service automation.
• Support AI-driven customer engagement tools, including chatbots and virtual assistants.
• Troubleshoot system issues, analyze root causes, and resolve or escalate as needed.
• Monitor platform performance and recommend improvements to enhance customer experience.
• Collaborate with internal teams and stakeholders on system updates and enhancements.
• Assist in implementing new features, integrations, and platform updates.

Skills

NICE CXone

Contact center platforms

Call routing

IVR

CTI

AI/self-service tools

Troubleshooting

Communication

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

Cognigy

Job description

Voxai Solutions, Inc. in Coppell, TX is seeking a hands-on Contact Center Technology Consultant with NICE CXone experience to support and optimize modern cloud-based customer engagement platforms. You will configure call routing, IVR flows, and AI-driven tools, troubleshoot issues, and collaborate with teams to deploy new features.

The role emphasizes day-to-day system support, ongoing optimization, and platform enhancements, with a focus on delivering scalable, reliable customer experiences.