Senior CXone Engineer

Rise Talent Advisors; Salt Lake City (UT); On-site; USD 110,000 - 160,000; Full time

Job summary

Rise Talent Advisors seeks a Senior CXone Engineer to own and optimize the NICE CXone platform within a busy Wasatch Front contact center. You will script, configure, and maintain CXone routing, IVR, and omnichannel flows, while documenting designs and runbooks for future teams.

You will escalate and resolve production issues with vendors, lead change management, and build reports for operations and compliance. On-site Salt Lake City, contract-to-hire with full-time potential.

Qualifications

• 5+ years hands on with NICE CXone scripting and administration.
• Strong CXone Studio skills for IVR, ACD, and omnichannel call flows.
• Working knowledge of JavaScript, JSON, REST APIs, webhooks, and screen pop.
• Clear technical writing, including design docs and runbooks.
• Comfort building diagrams of call flows and system architecture.
• Solid grasp of contact center basics (ACD, IVR, skills based routing, queues, reporting).
• Telecom basics: SIP and VoIP, trunks, circuits, DIDs, and carrier terms.
• A track record of fixing production issues and keeping them fixed.
• Must live in the Salt Lake area or be willing to relocate.

Responsibilities

• Build and maintain CXone Studio scripts: IVR call flows, ACD and skills based routing, queue callbacks, after hours handling, and self service across voice, digital, SMS, MMS, and fax.
• Turn business needs into routing logic. Work with Operations to map call flows before you build them.
• Write high level and low level design docs, runbooks, and as built diagrams in Visio, Lucidchart, or Miro.
• Clean up routing. Merge duplicate scripts, retire dead branches, and cut down the number of places a change has to be made.
• Configure the platform: skills, points of contact, prompts, business hours, teams, campaigns, dispositions, user profiles, and security profiles.
• Own call recording and quality settings, including retention rules and PCI pause and resume. Partner with Legal and Compliance on consent and disclosure requirements.
• Build REST API, webhook, and screen pop integrations with CRM and internal systems, including authentication, error handling, retries, and fallback paths.
• Be the top escalation point for platform issues. Run root cause analysis and work cases with NICE, carriers, and messaging vendors until they're fixed.
• Run real change management: test in non production, peer review, documented rollback plans, and no untracked live edits.
• Review CXone release notes and lead regression testing before updates hit production.
• Build reports and dashboards for Operations, Finance, and Compliance.
• Coach contact center admins and junior engineers.

Skills

NICE CXone scripting

CXone Studio

JavaScript

JSON

REST APIs

technical writing

system architecture diagrams

contact center fundamentals

SIP/VoIP

production issue fixing

Salt Lake relocation readiness

Tools

Splunk

Datadog

ServiceNow

Jira

Job description

Location: Salt Lake City Metro, UT (full time on site in Salt Lake). Must live in the Salt Lake area or be willing to relocate.
Type: Contract to hire. Full time, day shift.

About the role

Rise Talent Advisors is hiring a Senior CXone Engineer for a well known consumer brand on the Wasatch Front. They run a busy customer contact center, and NICE CXone is at the heart of it. You'll be the hands on owner of that platform. You'll build and fix Studio scripts, keep routing clean, and write documentation good enough that someone else could pick up your work. If you like being the person who knows exactly why a call went where it did, and you like leaving things better than you found them, keep reading.

What you'll do

• Build and maintain CXone Studio scripts: IVR call flows, ACD and skills based routing, queue callback, after hours handling, and self service across voice, digital, SMS, MMS, and fax.
• Turn business needs into routing logic. Work with Operations to map call flows before you build them.
• Write high level and low level design docs, runbooks, and as built diagrams in Visio, Lucidchart, or Miro.
• Clean up routing. Merge duplicate scripts, retire dead branches, and cut down the number of places a change has to be made.
• Configure the platform: skills, points of contact, prompts, business hours, teams, campaigns, dispositions, user profiles, and security profiles.
• Own call recording and quality settings, including retention rules and PCI pause and resume. Partner with Legal and Compliance on consent and disclosure requirements.
• Build REST API, webhook, and screen pop integrations with CRM and internal systems, including authentication, error handling, retries, and fallback paths.
• Be the top escalation point for platform issues. Run root cause analysis and work cases with NICE, carriers, and messaging vendors until they're fixed.
• Run real change management: test in non production, peer review, documented rollback plans, and no untracked live edits.
• Review CXone release notes and lead regression testing before updates hit production.
• Build reports and dashboards for Operations, Finance, and Compliance.
• Coach contact center admins and junior engineers.

What you need

• 5+ years hands on with NICE CXone (or NICE inContact) scripting and administration
• Strong CXone Studio skills for IVR, ACD, and omnichannel call flows
• Working knowledge of JavaScript, JSON, REST APIs, webhooks, and screen pop
• Clear technical writing, including design docs and runbooks
• Comfort building diagrams of call flows and system architecture
• Solid grasp of contact center basics (ACD, IVR, skills based routing, queues, reporting)
• Telecom basics: SIP and VoIP, trunks, circuits, DIDs, and carrier terms
• A track record of fixing production issues and keeping them fixed
• Must live in the Salt Lake area or be willing to relocate

Nice to have

• NICE CXone certifications
• Programming in C#, Python, Java, or C++
• Experience with Splunk, Datadog, ServiceNow, or Jira
• Workforce management tools such as IEX
• Experience supporting a managed services or multi client environment

What's in it for you

• You own the platform and set the standards.
• One environment to master, not a new client project every month.
• Contract to hire with a clear path to full time.
• Steady, full time work on site in Salt Lake.
• Strong benefits after conversion.

Rise Talent Advisors is an equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.