Telecom NICE Engineer

Vimo; Atlanta (GA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement benefits (401k)

Paid time off

Tuition reimbursement

Gym membership discounts

Commuting/travel assistance

Job summary

Vimo is seeking a seasoned NICE Telecom Engineer to support NICE CXone deployments across multiple BUs. You will configure, troubleshoot, and optimize IVR and routing across channels, ensuring reliable telephony operations and integrations with other systems.

You will work with cross-functional teams to implement new features, monitor performance, and maintain high availability for mission-critical contact center services.

Qualifications

• Bachelor’s in IT/CS or related field or equivalent experience.
• 5+ years’ experience with NICE InContact / CXone (ACD, IVR, Omnichannel, WFM).
• Experience scripting with CXOne Studio.
• Proficiency in Perl, Python, or Bash scripting.
• Experience integrating CXone with other systems.
• Solid understanding of end-to-end contact center configuration.
• Knowledge of other CCaaS like Amazon Connect is a plus.

Responsibilities

• Configure, develop, maintain, and troubleshoot NICE CXone BUs.
• Design and implement IVR and call routing across channels.
• Manage multiple NICE BUs and update customers and management.
• Ensure smooth telephony operations and integrations with systems.
• Provide technical support to contact center and technical teams.
• Collaborate to design and implement new features.
• Troubleshoot and resolve contact center service issues.
• Monitor performance and ensure high availability and reliability.

Skills

NICE CXone

ACD/IVR

Omnichannel

CXOne Studio

Scripting: Perl/Python

CXone integration

End-to-end CCaaS

Amazon Connect

Education

Bachelor’s in IT/CS or related

Tools

CXOne Studio

Amazon Connect

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 Telecom 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 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 offEducation 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.