Senior IVR Engineer NICE CXone-Vancouver, Canada (PR & Canadian Citizen only)

Overview

Remote

Depends on Experience

Accepts corp to corp applications

Contract - Independent

Contract - W2

Skills

NICE CXone

SmartReach Dialer

Call Miner

Enlighten AI

WFM tools

Salesforce Health Cloud

IVR flow design

Advanced Routing

Speech Recognition

NLP

SMS workflows

API integration

Call Surveys

Contact Center Analytics

JavaScript

Python

REST APIs

HIPAA/TCPA compliance.

Job Details

Job Title: Senior IVR Engineer NICE CXone
Location: Vancouver, Canada Remote or Onsite (Remote for 3 months, then Onsite)
Contract Type: Contract-to-Hire
Pay Rate: $55/hr CAD
Visa: Canadian PR & Canadian Citizen only

Position Summary
We are seeking a highly skilled Senior IVR Engineer with deep expertise in NICE CXone to lead the design, development, and optimization of intelligent voice and digital customer engagement solutions. This role focuses on building advanced omnichannel IVR workflows, integrating AI-driven analytics, and leveraging omnichannel capabilities to enhance both customer experience and operational efficiency.

Key Responsibilities
Architect and implement advanced IVR flows using NICE CXone Studio, incorporating Advanced Routing and Natural Language Speech Recognition.
Integrate SmartReach Dialer for proactive outbound campaigns and automated customer notifications.
Enable seamless customer journeys across voice, SMS, and digital channels for unified experience.
Implement SMS workflows and integrate with Salesforce Health Cloud for personalized, data-driven customer interactions.
Deploy and optimize NICE Call Summarization, Call Miner Analytics, and Enlighten AI to extract actionable insights from customer conversations.
Design and manage Call Surveys for post-interaction feedback and sentiment analysis.
Collaborate with Workforce Management (WFM) teams to align IVR routing strategies with forecasted staffing models.
Develop and maintain Advanced APIs to support real-time data exchange between NICE CXone, Salesforce, and other enterprise systems.
Build data-driven workflows in Salesforce Health Cloud to support both clinical and customer service use cases.
Ensure all IVR and dialer solutions comply with HIPAA, TCPA, and other regulatory standards.
Conduct regular audits, testing, and performance tuning of IVR systems for stability and scalability.

Qualifications 5+ years of experience in IVR Engineering, with at least 3 years using NICE CXone.
Strong knowledge of SmartReach Dialer, Call Miner, Enlighten AI, and WFM tools.
Hands-on experience with Salesforce Health Cloud, including workflow automation and API integration.
Proficiency in Speech Recognition, Natural Language Processing (NLP), and SMS channel design.
Experience in contact center analytics, survey tools, and compliance frameworks.
Strong programming/scripting skills JavaScript, Python, REST APIs.
Excellent problem-solving, analytical, and communication skills.

Preferred Certifications NICE CXone Certified Engineer Salesforce Administrator or Health Cloud Certification

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.

Job Details

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