NiCE Call Center Engineer

Job#: 3017032

Job Description:

Job Title: NiCE Call Center Engineer

Pay Range: $48/hr-$57/hr

Location: Columbus, OH (Onsite)

Contract Length: 6 Months (Contract-to-Hire)

Job Description: NICE Call Center Engineer

Job Summary

The NICE Call Center Engineer is responsible for designing, implementing, supporting, and optimizing NICE contact center technologies. This role blends hands-on engineering with service desk support to ensure stable, high-performing call center operations. The engineer collaborates with IT, operations, and business teams to maintain system availability, performance, and compliance across all contact center platforms.

Key Responsibilities

NICE Platform Administration & Engineering

• 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 resolve issues
• Implement upgrades, patches, and configuration changes following change-management processes
• Integrate NICE platforms with telephony, CRM, and workforce management systems

Service Desk & Operational Support

• Provide Tier 2/3 support for call center agents, supervisors, and managers
• Troubleshoot issues related to call quality, login failures, routing, recording, and reporting
• Respond to incidents and service requests in alignment with SLAs
• Conduct root cause analysis and implement long-term corrective actions
• Coordinate escalations with vendors and internal technical teams

Monitoring, Reporting & Quality

• Support call recording, quality management, and compliance initiatives
• Assist with reporting, dashboards, and performance metric development
• Ensure data integrity and adherence to security and regulatory requirements

Documentation & Collaboration

• Develop and maintain technical documentation, SOPs, and knowledge base articles
• Participate in system testing, UAT, and production deployments
• Provide training and technical guidance to service desk staff and contact center users
• Collaborate with network, telecom, and application teams on cross-functional initiatives

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 platforms (CXone or similar)
• Background in call center service desk or IT support roles
• Strong troubleshooting skills in VoIP, call routing, and agent desktop environments

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)
• SQL, reporting tools, or scripting (preferred but not required)
• Windows OS, basic networking, and cloud-based systems

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.