Contact Center Engineer

Berkshire Hathaway GUARD Insurance Companies•Philadelphia, PA

7d•Hybrid

About The Position

Good things are happening at Berkshire Hathaway GUARD Insurance Companies. We provide Property & Casualty insurance products and services through a nationwide network of independent agents and brokers. Our companies are all rated A+ “Superior” by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett’s Berkshire Hathaway group – one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be a leading small business insurance provider nationwide. Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company’s success is grounded in our core values: accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path! We are seeking a skilled and motivated Contact Center Engineer to join our Technology Services team. This role is responsible for designing, implementing, and maintaining contact center solutions with a strong focus on NICE CXone and related integrations. The ideal candidate will have hands-on experience with cloud-based contact center platforms, API integrations, and a passion for optimizing customer experience through technology.

Requirements

3+ years of experience in contact center engineering or related technical role.
Proven expertise with NICE CXone platform (Studio, Admin, Reporting, APIs).
Strong understanding of contact center operations and technologies (IVR, ACD, CTI, WFM).
Experience with RESTful APIs, webhooks, and integration frameworks.
Proficiency in scripting languages (e.g., JavaScript, Python) and data formats (JSON, XML).
Familiarity with third-party systems (PCIPal, Authorize.net, etc.) and their integration points.
Excellent problem-solving skills and attention to detail.
Strong communication and collaboration abilities.

Nice To Haves

NICE CXone certifications (e.g., Certified Implementation Engineer).
Experience with cloud telephony platforms (RingCentral, Microsoft Teams Voice)
Knowledge of security and compliance standards in contact center environments
Experience with cloud infrastructure (AWS, Azure).
Experience with automation tools and CI/CD pipelines.

Responsibilities

Design, configure, and maintain NICE CXone contact center environments.
Develop and manage integrations between CXone and third-party systems (PCIPal, Proprietary Software Insure Platforms, workforce management tools, etc.).
Collaborate with business stakeholders to gather requirements and translate them into technical solutions.
Monitor system performance and troubleshoot issues to ensure high availability and optimal performance.
Implement IVR flows, call routing strategies, and omnichannel configurations.
Support reporting and analytics initiatives using CXone tools and custom data pipelines.
Maintain documentation for system architecture, configurations, and processes.
Stay current with NICE CXone updates, best practices, and emerging technologies.

Benefits

Competitive compensation
Healthcare benefits package that begins on first day of employment
401K retirement plan with company match
Enjoy generous paid time off to support your work-life balance plus 9 ½ paid holidays
Up to 6 weeks of parental and bonding leave
Hybrid work schedule (3 days in the office, 2 days from home)
Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation)
Tuition reimbursement after 6 months of employment
Numerous opportunities for continued training and career advancement
And much more!