Engineer - Voice & Collaboration

National Education Loan Network • Lincoln, NE

119d

About The Position

This Engineer position will contribute to administration, configuration, engineering, and maintenance associated with contact center as a service (CCaaS) technology (NICE CXone). You will assist in day-to-day support and configuration of the application. You will work with team members and business units to drive feature adoption.

Requirements

• Experience with NICE CXone or NICE InContact development and/or administration.
• Strong communication and interpersonal skills with technical and non-technical audiences.
• Passion for providing great customer service.

Nice To Haves

• Bachelor's degree

Responsibilities

• Coordinates with Voice Team resources (Engineers, Architects) on high-level and low-level designs that lead to the implementation of low-level designs for the organization and outside entities.
• Serves as contact for end users and technical stakeholders to offer assistance for NICE CXone system configuration, development, requirements gathering, training and report generation.
• Develops an understanding of Nelnet business needs and processes to assist with recommendations for enhancements and configurations to NICE CXone.
• Perform admin functions in CXone as well as develop and modify code in script editor.
• Participates in team on-call rotation.
• Effectively manages small projects without project management oversight.
• Completes routine preventative measures and maintains application security and integrity.

Benefits

• medical
• dental
• vision
• HSA and FSA
• generous earned time off
• 401K/student loan repayment
• life insurance & AD&D insurance
• employee assistance program
• employee stock purchase program
• tuition reimbursement
• performance-based incentive pay
• short- and long-term disability
• robust wellness program

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree