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This position requires on-site work at our client locations in Santa Monica, California; or San Antonio, Texas; or Hollywood, Florida, United States.Job Summary:Concentrix is on the lookout for a dynamic Omnichannel Engineer. This role is pivotal in managing the NICE CXone omnichannel telephony and digital messaging channels to support global operations for our client. As a CCaaS professional, you will be responsible for designing, developing, and implementing Studio Scripts and contact flows. Your work will ensure seamless and intuitive call and digital messaging flows, enhancing customer support experiences. Key responsibilities include maintaining NICE CXone administration, supporting IVR systems, and developing optimized customer journeys. You will also document system scripts and contact flows to ensure business continuity, keeping up with the latest NICE CXone updates and releases.
Collaboration is crucial in this role. You will work closely with teams such as Viewer Experience Operations, BPO Vendor Management, Program Management, and more to strategize and scale the IVR and digital channels aligned with product launches and projects.
Key Responsibilities:- Design and implement telephony IVR and digital messaging scripts to align with business goals.
- Provide day-to-day and emergency support for NICE CXone, ensuring optimal performance.
- Gather and configure requirements from stakeholders to enhance IVR and digital channel experiences.
- Monitor system performance and recommend improvements using data insights.
- Manage NICE product releases, ensuring business continuity and staying updated on new features.
- Administer system documentation and perform compliance and security reviews.
- Support integrations with third-party tools like Salesforce within REST API architecture.
Qualifications:- Bachelor's degree or equivalent in computer science, IT, or related field.
- 3+ years in IVR and digital messaging system design and implementation.
- 2+ years supporting NICE CCaaS tools.
- Strong background in telecommunications, VoIP, and SIP technologies.
- Proficient in scripting languages and database integration.
- Excellent communication skills, problem-solving, and analytical abilities.
Preferred Skills:- Certifications in IVR and digital messaging platforms.
- Experience with JavaScript, Python, and Agile methodologies.
- Familiarity with Intelligent Virtual Assistant design and implementation.
The base salary for this position is $92,250 - $144,964 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.
The deadline to apply for this position is: 02/23/2026
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