NICE CXONE Contact Center Engineer

Onsite role - must live in Columbus or surrounding area. 6 month contract to hire. Job Summary The NICE Call Center Engineer is responsible for the design, implementation, support, and optimization of NICE contact center solutions. This role combines hands‑on technical engineering with service desk support, ensuring reliable call center operations and excellent end‑user support. The engineer works closely with IT, operations, and business stakeholders to maintain high availability, performance, and compliance of call center systems. Key Responsibilities Configure, administer, and support NICE contact center solutions (e.g., NICE CXone, NICE Engage, NICE IEX, NICE Quality Management). Manage call flows, IVR scripts, routing strategies, queues, and agent profiles. Monitor system performance, capacity, and availability; proactively address issues. Implement upgrades, patches, and configuration changes in line with change management processes. Integrate NICE solutions with telephony, CRM, and workforce management systems. Provide Tier 2/3 service desk support for call center agents, supervisors, and managers. Troubleshoot call quality, login, routing, recording, and reporting issues. Respond to incidents and service requests, meeting defined SLAs. Perform root cause analysis and implement permanent fixes. Escalate and coordinate with vendors and internal teams when required. Support call recording, quality management, and compliance requirements. Assist with reporting, dashboards, and performance metrics. Ensure data integrity and adherence to security and regulatory standards. Create and maintain technical documentation, SOPs, and knowledge base articles. Participate in system testing, UAT, and production rollouts. Provide technical guidance and training to service desk staff and contact center users. Collaborate with network, telecom, and application teams. Required Qualifications Bachelor’s degree in Information Technology, Computer Science, or equivalent experience. 2–5+ years of experience supporting contact center environments. Hands‑on experience with NICE contact center platforms (CXone or similar). Experience working in a Call Center Service Desk or IT support role. Strong troubleshooting skills in VoIP, call routing, and agent desktop issues. Technical Skills NICE CXone (ACD, IVR, QM, WFM, Analytics preferred) Call center telephony concepts (SIP, VoIP, softphones) Ticketing systems and ITIL-based service desk processes CRM integrations (Salesforce, Dynamics, or similar – a plus) SQL, reporting tools, or scripting (nice to have) Windows OS, basic networking, and cloud-based systems Soft Skills Strong communication and customer service skills Ability to work in a fast‑paced, 24/7 support environment Excellent problem‑solving and analytical abilities Ability to prioritize and manage multiple issues simultaneously Team‑oriented with a proactive mindset Preferred Certifications NICE CXone Certification ITIL Foundation Contact Center or VoIP‑related certifications Benefits Medical insurance Vision insurance 401(k) Seniority Level Mid‑Senior level Employment Type Contract Job Function Information Technology Industries Staffing and Recruiting #J-18808-Ljbffr Zeektek