NICE Engineer

Vimo; New Jersey; On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401k retirement plan

Paid time off

Education assistance

Gym membership discounts

Commuting/travel assistance

Job summary

Vimo, a national leader in state-based health insurance exchanges, seeks a NICE Engineer to optimize CXone-based contact center solutions across multiple BUs.

You will design IVR, route calls, and ensure high availability while integrating CXone with other enterprise systems. A 5+ year background in NICE CXone is required, with scripting and cross-functional collaboration skills.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent experience.
• At least 5 years’ experience with NICE InContact / NICE CXone incl. ACD, IVR, Auto Dialer, Omnichannel, WFM, Interaction Analytics.
• Experience scripting with NICE CXOne Studio; familiarity with CXone integrations.
• Proficiency with scripting languages such as Perl, Python, Bash, etc.; ability to integrate CXone with other systems.

Responsibilities

• Configure, develop, maintain, and troubleshoot NICE CXone BUs across the contact center.
• Design and implement IVR and call routing across channels based on requirements.
• Manage multiple NICE BUs and provide updates to customers and management; fine tune configurations.
• Ensure telephony services run smoothly and integrate with other systems; provide troubleshooting support.
• Collaborate with teams to design and implement new features and resolve issues.

Skills

NICE CXone / InContact experience

ACD / IVR / Omnichannel / WFM

CXone Studio scripting

End-to-end contact center knowledge

Scripting language experience (Perl/PY

Education

Bachelor's degree in IT / CS

Tools

Python

Perl

Bash

Job description

Vimo is a national leader in state-based health insurance exchanges and safety-net transformations. We partner with state agencies across the country to expand access to affordable health coverage and modernize the delivery of essential human services, including Medicaid, SNAP, TANF, child care, child support, child welfare, and unemployment insurance. Our enterprise-grade SaaS platforms power mission-critical systems that serve millions of people every day. By combining cutting-edge technology with process optimization, we help states deliver vital public benefits efficiently, securely, and at scale.

At Vimo, we create practical, real-world solutions that make a measurable difference in people’s lives. If you’re driven by meaningful, high-impact work at the intersection of technology and public service, Vimo may be the place for you.

About the Role

Job Title : NICE Engineer

We are seeking a NICE Engineer.

Responsibilities

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

Qualifications

• Bachelor’s in Information Technology / Computer Science or a related field or equivalent experience
• At least 5 years’ experience in working with NICE InContact / NICE CXone including ACD, IVR, Auto Dialer, Omnichannel, WFM, Interaction Analytics
• Experience in scripting with NICE CXOne Studio
• Experience in configuring
• Experience with some other scripting language such as Perl, Python, bash, etc.
• Experience in integrating CXone with other systems
• Solid understanding of configuring an end-to-end contact center solution
• Knowledge of some other Contact Center as Service (CCaS) solution such as Amazon Connect will be a strong asset
• Health, dental, life, disability, and vision insurance
• Health care spending or reimbursement accounts (FSA)
• Retirement benefits (401k)
• Paid time off
• Education assistance or tuition reimbursement
• Employee discounts for gym memberships and commuting/travel assistance

Information Security & Data Protection:

• This role may involve access to sensitive or regulated information. The candidate is expected to handle all data in accordance with company security, privacy, and data protection policies.
• Compliance with access control, data classification, and applicable legal and regulatory requirements is required.