Contact Center Engineer (NICE CX1)

100% Remote
Contract
Requirements: US Citizenship / Green Card Holder

Key Responsibilities & Qualifications

• Design, build, and configure contact center solutions using NICE Studio, ensuring scalable and efficient customer engagement workflows
• Serve as a trusted advisor to clients by proactively assessing business needs, recommending best practices, and leading solution-oriented discussions
• Support and implement AI-driven contact center technologies (e.g., Hyro AI or similar agentic AI platforms) to enhance automation and customer experience
• Deliver training and enablement for customers on NICE platforms, translating complex technical concepts into clear, user-friendly guidance for non-technical stakeholders
• Develop and optimize self-service and automation strategies, driving high containment rates and reducing reliance on live agent support
• Deploy and support advanced NICE CX capabilities, including voice technologies and real-time, multi-language translation solutions (10+ languages)
• Act as a Subject Matter Expert (SME) in NICE CX and contact center technologies, providing technical leadership and guidance across engagements
• Leverage a well-rounded skill set spanning engineering, customer service, business analysis, training, and vendor management to effectively support clients and third-party partners

Requirements:

• Minimum 2 years of hands-on experience with NICE CX1, including recent implementations.
• 2 years of experience in a healthcare environment, understanding operational nuances and compliance requirements preferred
• Proficiency in ServiceNow for ticketing and workflow management.
• Exceptional customer service skills with a focus on delivering high-quality support.
• Ability to communicate effectively in written and spoken formats.
• Comfortable with regular participation in video conferences for internal and external meetings.
• NICE Certifications preferred

Equal Opportunity Employer, including disability and protected veteran status