Senior Call Center Engineer

Job Summary

Focusing on the design and implementation of contact center solutions, the full-time remote Senior Call Center Engineer will manage NICE CXone scripting, automation, and workflow optimization to enhance customer experience and operational efficiency.

Key responsibilities

• Design, develop, and support NICE CXone contact center solutions
• Lead scripting efforts for IVR and ACD flows while optimizing workflows
• Serve as a subject matter expert on CXone platform capabilities and integrations

Required qualifications

• Bachelor's degree or equivalent experience; advanced degree preferred
• 6+ years of experience in contact center technologies, preferably with NICE CXone
• Strong experience with CXone Studio scripting and call routing concepts
• Experience with APIs, web services, and cloud contact center architecture
• Ability to translate business requirements into technical solutions