Description
We are looking for a NICE CXone Engineer to support and enhance contact center technology operations for a legal organization in River Edge, New Jersey. This role focuses on building efficient call flows, improving platform performance, and strengthening communication systems that support intake and pre-litigation teams. The ideal candidate brings hands-on experience with CXone, RingCentral, automation, and analytics, along with the ability to translate technical solutions into measurable business results.
Responsibilities:
Create and refine contact center routing frameworks, including queue structures, skill-based distribution, and call path logic to improve service efficiency.
Build, test, and support CXone Studio scripts and automated workflows that streamline daily operations and reduce manual effort.
Manage RingCentral configuration and maintain reliable integrations between telephony tools and connected business systems.
Analyze platform data and reporting trends to identify opportunities for stronger performance across intake, pre-litigation, and related functions.
Develop and optimize outbound dialing strategies and campaign settings to improve reach, responsiveness, and conversion outcomes.
Introduce AI-driven features and process automation that increase team productivity and accelerate response times.
Partner with operational leaders and frontline users to deliver training, promote adoption, and ensure effective use of contact center tools.
Continuously assess system performance and implement enhancements that improve scalability, reliability, and user experience.
Requirements
Proven experience working with NICE CXone, including Studio scripting, workflow design, and contact routing configuration.
Strong background administering RingCentral and supporting integrations with broader enterprise platforms.
Hands-on expertise in queue management, skills-based routing, and outbound dialer campaign optimization.
Ability to use reporting and analytics to evaluate platform effectiveness and recommend operational improvements.
Demonstrated success applying AI or automation solutions to improve speed, efficiency, and conversion metrics.
Strong communication skills with the ability to train users and explain technical concepts in practical business terms.
Experience with C#, .NET, ASP.NET, JavaScript, and React.js is preferred.
Comfortable working on-site and collaborating closely with cross-functional teams in a fast-paced environment.
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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.
- Dice Id: rhalfint
- Position Id: 02710-0013468306
- Posted 3 days ago
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