Voice Engineer Intermediate

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The Voice Engineer Intermediate – CXone position is an opportunity for an individual with prior, hands‑on experience working with NICE CXone IVR. We are looking for an experienced CXone Developer to assist in a new implementation of CXone. Our Telecom Specialists work within a group of highly motivated Information Technology professionals committed to keeping Consumer Cellular #1.

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite.

• Support the integration of CXone technology including screen-pops and omnichannel routing of voice, email and chat via web services.
• Vast understanding of Contact Center Operations including inbound voice (tollfree networks/SIP/IVR/ACD), digital channels including email/chat/SMS/social/AI, reporting, workforce management, contact center reporting, and analytics, leveraging APIs and integrations across the enterprise.
• This position will focus on the development of two platforms, Nice CXone and Ring Central. It will include configuring agents, skills, call queues, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platforms.
• Works with business customers, analysts, and team members to understand requirements.
• Trouble-shooting individual agent or store problems during the configuration, go‑live stages of implementation, and run the business.
• Administration & implementation tasks associated with implementing and maintaining our NICE CXone and Ring Central solutions.
• Create, maintain, and update the CXone applications used for call and screen recordings.
• Analyzes, diagnoses, and resolves application problems related to NICE CXone Ring Central telecommunication technology.
• Where necessary, work with the CXone team for follow‑up and prompt resolution.
• At least two years supporting NICE CXone or NICE InContact.
• Ability to manage projects independently with limited supervision.
• Bachelor’s degree or equivalent in experience.
• General knowledge of Microsoft Office product suite.
• Excellent interpersonal and communication skills (verbal & written).

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service.

The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI). Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through…