On-Site Telephony Engineer: NICE CXone & AI Integrations

Morgan & Morgan, P.A.; Longwood, Orlando (FL, FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical and dental insurance

401(k) plan

Paid time off and paid holidays

Job summary

Morgan & Morgan, P.A. is seeking a Telephony Engineer to manage and extend our NICE CXone contact center, building queues, campaigns, Studio scripts, and API integrations to Salesforce and other systems. The role also handles AI features, provisioning, and incident resolution with carriers and NICE support.

This is an on-site position in Longwood, FL. You will collaborate with IT, Security, and business stakeholders on migrations and new CXone releases, ensuring platform health and robust

Qualifications

• 3+ years hands-on experience administering or engineering contact center telephony platforms.
• 2+ years hands-on experience with NICE CXone, including ACD, queue, skill, and campaign configuration, Studio, and reporting.
• Proficiency building and debugging CXone Studio scripts.
• Hands-on experience with REST APIs and webhooks to connect CXone to third-party systems, including testing with tools such as Postman.
• Experience implementing or supporting an AI integration in a contact center, such as a virtual agent, chatbot, or AI service connected through CXone Studio or APIs.
• Working knowledge of VoIP and SIP fundamentals sufficient to troubleshoot issues such as one-way audio, dropped calls, and routing failures.
• Experience with DID and toll-free management, number porting, and call routing.
• Strong documentation skills, with the ability to produce clear runbooks and call flow diagrams.
• Strong analytical and problem-solving skills with a systematic approach to root cause analysis.
• Ability to work fully on-site in our Longwood, FL office.

Responsibilities

• Platform builds and maintenance. Configure and maintain CXone day to day, including queues, skills, campaigns, ACD routing, digital channels, and agent desktop settings.
• Studio development. Build, test, and debug CXone Studio scripts for IVR, routing, and digital flows. Keep scripts modular, documented, and tested before they reach production.
• Integrations and APIs. Build and maintain integrations using CXone APIs, webhooks, and Studio REST actions to connect CXone with Salesforce and other CRM systems, workforce management tools, and SSO/SAML providers.
• AI integration. Implement and support AI capabilities in CXone, including virtual agents, bot and API integrations. Pilot new AI use cases with stakeholders and help move the successful ones into production.
• Number provisioning and porting. Order, port, configure, and route DIDs and toll-free numbers, and retire numbers that are no longer needed.
• Number reputation. Monitor outbound numbers for spam-likely and scam labels, and remediate them with carrier analytics vendors (Hiya, TNS, First Orion) and the Free Caller Registry.
• Call authentication and branding. Manage STIR/SHAKEN attestation, branded calling, and CNAM in coordination with NICE and our carriers.
• Monitoring and incident response. Watch platform health, troubleshoot call quality and routing issues, and manage incidents through resolution with NICE support and carrier contacts.
• Reporting. Build and maintain CXone dashboards and scheduled reports for operations and business stakeholders.
• Documentation and audits. Maintain SOPs, runbooks, call flow diagrams, and configuration records, and perform routine system audits.
• Collaboration and roadmap. Work with IT, Security, and business stakeholders on projects, migrations, and new feature rollouts, and evaluate new CXone releases as they become available.

Skills

CXone administration

ACD routing

Studio scripting

REST APIs

AI integration

VoIP fundamentals

DID management

Documentation

Root cause analysis

On-site work in FL

Tools

CXone

Postman

Job description

Morgan & Morgan, P.A. is seeking a Telephony Engineer to manage and extend our NICE CXone contact center, building queues, campaigns, Studio scripts, and API integrations to Salesforce and other systems. The role also handles AI features, provisioning, and incident resolution with carriers and NICE support.

This is an on-site position in Longwood, FL. You will collaborate with IT, Security, and business stakeholders on migrations and new CXone releases, ensuring platform health and robust