Telecom Engineer

Vimo is a national leader in state-based health insurance exchanges and safety-net transformations. We partner with state agencies across the country to expand access to affordable health coverage and modernize the delivery of essential human services, including Medicaid, SNAP, TANF, child-care, child support, child welfare, and unemployment insurance. Our enterprise-grade SaaS platforms power mission-critical systems that serve millions of people every day.

By combining cutting-edge technology with process optimization, we help states deliver vital public benefits efficiently, securely, and at scale.

At Vimo, we create practical, real-world solutions that make a measurable difference in people’s lives. If you’re driven by meaningful, high-impact work at the intersection of technology and public service, Vimo may be the place for you.

• This role may involve access to sensitive or regulated information. The candidate is expected to handle all data in accordance with company security, privacy, and data protection policies.
• Compliance with access control, data classification, and applicable legal and regulatory requirements is required.

• We believe that working hard, when it is imbued with purpose, can and should be fun.
• You’ll find we are a “can do” place where people work together and roll up their sleeves to get the job done.
• Everyone has a voice; everyone’s ideas count, and everyone is respected.
• We have built a company, as well as a community of friends and colleagues, with respect for each other.

• Work cross functionally with the contact center team to configure, develop, maintain, and troubleshoot multiple Business Units (BUs) in NICE CXone
• Design and implement IVR, call routing across all communication channels based on business requirements
• Manage multiple NICE BUs and provide periodic updates to customers and contact center management. Fine tune configurations per business needs
• Ensure the smooth operation of telephony services and integrations with other systems
• Provide technical support and troubleshooting assistance as needed to the contact center and other technical teams
• Collaborate with cross-functional teams to design and implement new features
• Troubleshoot and resolve issues related to the contact center services
• Monitor system performance and ensure high availability and reliability

• Bachelor’s in Information Technology / Computer Science or a related field or equivalent experience
• At least 4 years’ experience in working with NICE InContact / NICE CXone including ACD, IVR, Auto Dialer, Omnichannel, WFM, Interaction Analytics
• Experience in scripting with NICE CXOne Studio
• Experience with some other scripting language such as Perl, Python, bash, etc.
• Experience in integrating CXone with other systems
• Solid understanding of configuring an end-to-end contact center solution
• Knowledge of some other Contact Center as Service (CCaS) solution such as Amazon Connect will be a strong asset