Senior CCaaS; CXone Engineer​/Analyst

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Job Title: Senior CCaaS (NICE CXone) Engineer/Analyst

Location: 100% Remote – Open to all U.S. time zones

Position Summary:

We are seeking a Senior CCaaS (Call Center as a Service) Engineer/Analyst to serve as a Technical Lead responsible for the design, implementation, and support of complex contact center solutions. This fully remote role involves close collaboration with cross-functional teams and multiple call centers to deliver scalable, efficient, and high-performing customer service platforms.

The successful candidate will lead the development and optimization of the NICE CXone platform, while working with Project Managers, Engineers, IT leaders, and Business Stakeholders to align technology solutions with organizational goals. Responsibilities span the full solution lifecycle—from requirements gathering and design through build, deployment, and ongoing support.

Key Responsibilities:

Collaboration & Stakeholder Management

• Serve as a primary liaison between stakeholders, end users, and BPO partners.
• Engage with multiple call centers to gather requirements and deliver solutions that meet operational needs.
• Provide support and troubleshoot issues in a timely manner to ensure minimal service disruption.

Platform & Integration Management

• Design and implement omni-channel call flows and back-end system integrations using APIs.
• Manage and enhance platforms such as NICE CXone and Talk Desk.
• Integrate CCaaS platforms with CRM tools like Service Now, Salesforce, and Siebel.
• Build and deploy call flows, IVRs, and skill-based routing for voice, chat, email, and SMS.

Data Analysis & Reporting

• Analyze call center performance data, KPIs, and metrics to identify trends and recommend improvements.
• Provide actionable insights to support strategic decisions and operational efficiency.

Technical Operations & Support

• Deliver day-to-day technical support and oversee maintenance and vendor services.
• Administer call analytics tools and ensure systems are optimized for performance and cost-efficiency.
• Coordinate the installation, configuration, and testing of components such as SIP trunks and virtual circuits.
• Maintain comprehensive user documentation and provide training as needed.
• Manage and resolve service requests through the ticketing system while ensuring SLAs are met.

Required Qualifications:

• Minimum 5 years of experience in a Telecom/CCaaS Analyst or similar technical role.
• Strong technical expertise in NICE CXone (formerly InContact) platform.
• Hands-on experience developing integrations with Service Now and Salesforce.
• Ability to lead cross-functional projects from planning to execution.
• Skilled in interpreting call center data and leveraging insights for process improvement.
• Excellent organizational, verbal, and written communication skills.
• Bachelor’s degree in a related field is highly preferred.

Preferred Qualifications:

• Experience with other CCaaS platforms such as Talk Desk.
• Familiarity with components such as ACD, IVR, Auto Dialer, Omnichannel, WFM, Studio, Interaction Analytics, and Auto Attendant.
• Background in training end users and producing user-facing documentation.

This is an exciting opportunity for a seasoned CCaaS professional to lead critical initiatives in a fast-paced, dynamic environment. If you're passionate about delivering innovative contact center solutions and collaborating with diverse teams, we encourage you to apply.

Office:

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Contract

• Job function
  
  Information Technology

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