NiCE IVR Telephony Engineer

RESPONSIBILITIES:
Kforce has a client that is seeking a NiCE IVR Telephony Engineer in Armonk, NY.

Summary:
We are seeking an experienced integration consultant to support the migration of a large contact center team from a legacy CTI connector to the modern NiCE CXone Salesforce Agent (CXone Agent Embedded), and to configure the CXone Agent Assist Hub for AI-powered call transcription and auto-summary within Salesforce Service Cloud. This is a hands-on configuration and implementation role with active responsibilities in both the NiCE CXone platform and Salesforce.

Key Responsibilities:
* Lead the migration of ~160 agents from a legacy NiCE inContact CTI adapter to the CXone Agent Embedded connector within Salesforce Lightning Service Console
* Configure and administer the NiCE CXone Agent Assist Hub, including AutoSummary profiles and Generative AI mode settings
* Write and modify NiCE CXone Studio scripts for inbound and outbound call flows, including Agent Assist actions and ACD skill/disposition configuration
* Install and configure the CXone Agent for Salesforce managed package, including call center definitions, permission sets, and utility bar layout
* Design and build Salesforce Service Cloud components (custom objects, fields, page layouts, flows) to receive and display data from NiCE
* Manage user profile and permission set updates across both platforms during migration
* Conduct end-to-end integration testing, document results, and support UAT and go-live activities
* Coordinate with the client's internal NiCE administrator and Salesforce team throughout the engagement

REQUIREMENTS:
* Hands-on experience installing and configuring the NiCE CXone Agent for Salesforce managed package in a Lightning Service Console environment
* Demonstrated ability to build and modify NiCE CXone Studio scripts, including Agent Assist actions, ACD skill setup, and post-contact work/disposition configuration
* Experience administering NiCE CXone Agent Assist Hub, including AutoSummary and Generative AI profile configuration
* Strong Salesforce Service Cloud skills: custom objects and fields, page layouts, flows, call center administration, and Open CTI
* Prior experience supporting a contact center connector migration or cutover, including testing, rollback planning, and user enablement
* Awareness of legacy NiCE inContact CTI connector architecture and how it differs from the modern CXone Agent Embedded approach

Preferred Qualifications:
* Salesforce Service Cloud certification (e.g., Service Cloud Consultant)
* Familiarity with NiCE CXone digital license tier capabilities, including Agent Assist Hub and transcription licensing
* Experience working in regulated industries with PHI or call recording compliance requirements
* Ability to produce clear technical documentation and knowledge transfer materials

Engagement Details; Engagement type: Contract (time and materials):
* Duration: Approximately 4-5 months
* Location: Fully remote; US-based preferred
* Hours: Standard US business hours with flexibility for coordination across time zones
* Start: Target November 2026

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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