NICE Contact Center Engineer

THE POSITION:

The NICE Contact Center Engineer is responsible for the design, configuration, implementation, and ongoing support of the organization’s NICE contact center platform, with a strong focus on omnichannel customer engagement. This role supports voice and digital experiences—including chat, messaging, and agent-assist (Copilot)—to ensure a seamless, consistent customer experience across channels. The engineer partners with business, IT, and vendor teams to deliver production‑ready NICE solutions that enhance agent effectiveness, customer satisfaction, and platform reliability.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Design, configure, and maintain production‑grade NICE contact center solutions, including voice, digital chat, messaging, and omnichannel routing.
• Implement and support NICE Copilot (agent assist) and related AI‑driven capabilities to enhance agent efficiency and interaction quality.
• Build and manage call flows, digital workflows, routing strategies, and skill models to support consistent customer and agent experiences across channels.
• Support and maintain integrations between NICE and enterprise systems such as CRM, identity management, analytics, and automation platforms.
• Ensure platform reliability, performance, and scalability through proactive monitoring, configuration management, and adherence to architectural standards.
• Troubleshoot and resolve complex voice, digital, and omnichannel production issues, including root‑cause analysis and remediation.
• Participate in change management and release activities, ensuring all NICE changes are tested, approved, documented, and production‑ready.
• Maintain accurate and current technical documentation for NICE configurations, integrations, and operational procedures.
• Ensure all NICE platform configurations comply with security, compliance, audit, and data protection requirements.

 

EXPECTATIONS OF THE JOB:

• Collaborate effectively with Business Analysts, product owners, and business stakeholders to understand priorities, timelines, and release impacts.
• Participate in design reviews, backlog grooming, release planning, and change management forums as a technical subject matter expert.
• Follow established IT governance, documentation, and change control processes for all platform updates and enhancements.
• Communicate clearly and professionally with technical and non‑technical audiences regarding planned changes, incidents, and platform status.
• Provide timely production support during scheduled releases, incidents, or after‑hours maintenance windows, as required.
• Remain current on NICE platform capabilities, digital engagement trends, and agent‑assist technologies through ongoing learning and vendor engagement.
• Support audit, compliance, and risk management activities by providing documentation, evidence, and technical explanations when requested.
• Work independently while managing multiple priorities in a fast‑paced, enterprise contact center environment.
• Adhere to organizational standards for security, data protection, and acceptable use of customer and agent information.
• Demonstrate accountability, attention to detail, and a production‑first mindset when implementing or supporting platform changes.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements below are representative of the experience, education, knowledge, skills, and abilities required to perform this job effectively.

Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.

Experience and/or Training

• 3–5 years of hands‑on experience supporting enterprise contact center platforms.
• Experience configuring and supporting NICE CXone (or NICE Engage) in a production environment.
• Strong understanding of voice, digital chat, and omnichannel contact flows, including agent and customer journeys across channels.
• Experience supporting agent-assist or AI‑driven features (e.g., Copilot, guidance, recommendations, or knowledge surfacing).
• Experience working in a change‑controlled, enterprise IT environment with business and vendor partners.

Licenses/Certificates preferred:

• NICE certifications (CXone, WEM, Analytics, or related).

Technology / Equipment

• Exposure to scripting, automation, or configuration-as-code concepts.
• Experience analyzing interaction data, digital transcripts, and analytics outputs to support optimization and troubleshooting.
• Familiarity with security, audit, and compliance requirements related to omnichannel customer engagement platforms.

All your information will be kept confidential according to EEO guidelines.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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