Sr. Voice Engineer

EVERSANA•Mason, OH

32d

About The Position

As a Senior Voice Engineer (NICE CXone Platforms), you will play a pivotal role in configuring and optimizing NICE CXone solutions to meet business requirements. You will work closely with stakeholders, the architecture team, and IT staff to ensure the platform’s smooth deployment, integration, and performance. This position requires leveraging AI-driven tools, workflow automation, and API integrations within NICE CXone to enhance contact center intelligence, efficiency, and scalability.

Requirements

Strong technical understanding of contact center operations, including ACD, IVR, call routing, and reporting.
Familiarity with scripting, SQL, or other tools to support system configurations and integrations.
Proven experience with configuring and managing NICE CXone or similar CCaaS platforms.
Experience with RESTful APIs, automation frameworks (e.g., NICE Enlighten, Studio scripting, Power Automate, or MuleSoft), and AI/ML-powered CX features is strongly preferred.

Nice To Haves

Experience with migration projects from Cisco platforms to cloud-based solutions is a plus.
Expertise in integrating contact center solutions with Salesforce CRM (experience with APIs and data flows is preferred).
Excellent problem-solving skills, with the ability to troubleshoot and resolve complex technical issues.
Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.

Responsibilities

CCaaS Platform Configuration & Design
Migration & Integration Support
Call Flow Optimization
Technical Support & Troubleshooting
Collaboration & Stakeholder Management
Continuous Improvement
Documentation & Compliance
Client Training & Support
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
All other duties as assigned.