Telecom Engineer

GetInsured; Mountain View (CA); On-site; USD 130,000 - 160,000; Full time

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.

Skills

NICE CXone expertise

CXOne Studio scripting

Scripting: Perl/Python/Bash

CXone integration

Contact center configuration

Amazon Connect

Education

BSc IT/CS or equivalent

Job description

About Vimo

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.

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.

Information And Data Security 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.

Our Values

• We believe that working hard, when it is imbued with purpose, can and should be fun.
• You’ll find we are a “can do” place where people work together and roll up their sleeves to get the job done.
• Everyone has a voice; everyone’s ideas count, and everyone is respected.
• We have built a company, as well as a community of friends and colleagues, with respect for each other.

What You’ll Do

• 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

What We’re Looking For:

• Bachelor’s in Information Technology / Computer Science or a related field or equivalent experience
• At least 4 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 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