Overview
Remote
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12 Month(s)
Skills
NICE CXone
TalkDesk
CCaaS Engineer
Call Center as a Service
Job Details
NICE CXone (CCaas) Engineer
The ideal candidate will have experience working with the NICE CXone / InContact CCaaS platform.
We are looking for an experienced CCaaS (Call Center as a Service) Engineer to lead the design, implementation, and ongoing support of complex contact center solutions across multiple business units. This role requires strong technical expertise in CCaaS platforms, CRM integrations, and a collaborative approach to working with cross-functional teams and external partners.
Responsibilities:
- Serve as a key point of contact for stakeholders, BPO partners, and call center teams, ensuring smooth operations and quick resolution of CCaaS issues
- Design and develop omni-channel call flows and back-end integrations using APIs
- Manage, configure, and enhance platforms such as NICE CXone and TalkDesk, and their integrations with CRMs like Salesforce, ServiceNow, and Siebel
- Analyze call center data and performance metrics to identify trends and recommend improvements
Qualifications:
- Proven experience in supporting and optimizing CCaaS platforms (NICE CXone, TalkDesk, etc.).
- Strong background in IVR development, call routing, and multi-channel workflows (voice, chat, email, SMS).
- Familiarity with CRM systems and API integrations.
- Skilled in stakeholder engagement, troubleshooting, and user support.
- Experience analyzing KPIs and operational metrics to drive performance.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.