NICE CXone Engineer

Vheda Health • Columbia, MD

6h

About The Position

The NICE CXone Engineer is responsible for the configuration, administration, optimization, and ongoing support of the NICE CXone contact center platform. This role ensures stable operations, secure integrations, regulatory compliance, and continuous improvement across voice, digital, analytics, and workforce engagement capabilities. The Engineer partners closely with IT, Analytics, Member Experience, Compliance, and external vendors to support mission‑critical communication workflows while maintaining HIPAA‑aligned controls and audit readiness.

Requirements

• 3+ years experience administering NICE CXone or comparable enterprise contact center platforms
• Hands‑on experience with: NICE CXone Voice / ACD
• Hands‑on experience with: Studio call routing
• Hands‑on experience with: WebRTC / softphone environments
• Hands‑on experience with: Contact center analytics or reporting
• Strong understanding of call center operations and agent workflows
• Experience supporting production systems in regulated environments
• Ability to troubleshoot complex technical issues across multiple systems

Nice To Haves

• NICE CXone certifications or NICE admin training
• Experience with Interaction Analytics and Quality Management
• Experience supporting HIPAA‑regulated or healthcare environments
• Experience working with Power BI or downstream reporting tools

Responsibilities

• Configure, maintain, and optimize NICE CXone modules including Voice, ACD, Studio call flows, and agent skill routing
• Administer user accounts, roles, permissions, queues, skills, and routing profiles
• Support WebRTC / softphone configurations and endpoint troubleshooting
• Manage platform upgrades, patches, and feature enablement
• Design, implement, and maintain Studio scripts for inbound and outbound call routing
• Support CRM‑driven ScreenPop and call disposition workflows
• Troubleshoot IVR logic, call failures, latency, and routing issues
• Support NICE CXone Interaction Analytics configuration and data validation
• Partner with Analytics teams to enable dashboards, KPI tracking, and operational reporting
• Assist in agent attribute management, data tagging, and analytics permissions
• Support integrations between NICE CXone and CRM, and internal systems (APIs, SSO, user provisioning)
• Coordinate with vendors and internal developers on integration troubleshooting and enhancements
• Maintain documentation for workflows, configurations, and dependencies
• Ensure NICE CXone configurations align with HIPAA, data privacy, and internal security policies
• Enforce role‑based access controls (RBAC) and audit logging
• Support compliance reviews, internal audits, and external assessments
• Maintain SOPs, configuration documentation, and change management artifacts
• Provide Tier 2/3 support for NICE CXone issues
• Support training efforts for administrators, supervisors, and agents
• Participate in incident response, root cause analysis, and platform stabilization efforts
• Coordinate with NICE Professional Services as needed

Benefits

• Competitive salary within the published range plus performance bonus and equity opportunities
• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan, voluntary life insurance, short and long-term disability
• Unlimited paid time off and 12 paid company holidays
• Engaging team events and activities throughout the year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees