NiCE IVR Telephony Engineer

DescriptionKforce 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 engagementRequirements* 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 approachPreferred 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 materialsEngagement 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 2026Job TypeContractCompensation70 - $90