NICE CXone Telephony Engineer - Contact Center Specialist

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Mountain View (CA)

On-site

USD 130,000 - 160,000

Full time

13 days ago

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Job summary

Vimo is seeking an experienced information technology professional to join our contact center technology team in a senior capacity. You will configure, maintain, and optimize NICE CXone BUs, design IVR and routing, and collaborate across departments to implement new features and ensure high availability of telephony services.

The role requires 4+ years with NICE InContact/NICE CXone, scripting proficiency, and the ability to integrate CXone with other systems.

Qualifications

Bachelor’s in Information Technology / Computer Science or equivalent experience.
4+ years with NICE InContact / NICE CXone including ACD, IVR, Omnichannel, WFM, Interaction Analytics.
Scripting with NICE CXOne Studio.
Scripting languages such as Perl, Python, Bash.
Integrating CXone with other systems.
End-to-end contact center configuration knowledge.
Knowledge of Amazon Connect is a strong asset.

Responsibilities

Work cross functionally with the contact center team to configure, develop, maintain, and troubleshoot NICE CXone BUs.
Design and implement IVR and call routing across channels based on business requirements.
Manage multiple NICE BUs and provide updates to customers and management; fine-tune configurations.
Ensure smooth operation of telephony services and integrations with other systems.
Provide technical support and troubleshooting to the contact center and other teams.
Collaborate with cross-functional teams to design and implement new features.
Troubleshoot and resolve issues related to contact center services.
Monitor system performance and ensure high availability and reliability.