Senior CCaaS Engineer: NICE CXone (Remote)

Access Data Consulting Corporation; United States; Remote; USD 80,000 - 113,000; Full time

Benefits offered by this job

Remote work

W2 contract

Job summary

Access Data Consulting Corporation seeks a Senior CCaaS Engineer to optimize NICE CXone environments, build advanced routing and automated AI workflows, and lead complex integrations with Salesforce, ServiceNow, and EPIC. You will mentor engineers, resolve major incidents, and improve monitoring and documentation.

The role is a 12-month W2 contract with 100% remote work, targeting an hourly rate of $70.00, and requires a strong background in enterprise contact centers, APIs, and AI technologies.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent technical experience.
• Strong hands-on experience with NICE CXone in enterprise contact centers.
• Experience with APIs and enterprise integrations (Salesforce, ServiceNow, EPIC).
• Hands-on AI/LLM technologies, conversational AI, chatbots, or voice AI.
• Experience in fraud prevention and/or voice biometrics.
• Proven ability to resolve complex production issues and handle Tier 3 escalations.

Responsibilities

• Design, troubleshoot, and optimize NICE CXone environments and routing scripts.
• Develop and enhance advanced workflows to support changing business needs.
• Design and implement AI and automation solutions, including AI agents, LLMs, chatbots, and voice tech.
• Engineer real-time integrations between NICE CXone and Salesforce, ServiceNow, EPIC.
• Lead major incidents and provide Tier 3 escalation support and mentorship.
• Perform root-cause analyses and implement long-term fixes.
• Develop proactive monitoring and quality controls to prevent issues.

Skills

NICE CXone

APIs

Enterprise integrations

AI/LLM technologies

Fraud prevention

Voice biometrics

Tier 3 escalation

Mentorship

Education

Bachelor's degree in CS/IT or related field

Tools

NICE CXone

Salesforce

ServiceNow

EPIC

Job description

Access Data Consulting Corporation seeks a Senior CCaaS Engineer to optimize NICE CXone environments, build advanced routing and automated AI workflows, and lead complex integrations with Salesforce, ServiceNow, and EPIC. You will mentor engineers, resolve major incidents, and improve monitoring and documentation.

The role is a 12-month W2 contract with 100% remote work, targeting an hourly rate of $70.00, and requires a strong background in enterprise contact centers, APIs, and AI technologies.