As a Senior Voice Engineer (NICE CXone Platforms), you will play a pivotal role in configuring and optimizing NICE CXone solutions to meet business requirements. You will work closely with stakeholders, the architecture team, and IT staff to ensure the platform’s smooth deployment, integration, and performance. This position requires leveraging AI-driven tools, workflow automation, and API integrations within NICE CXone to enhance contact center intelligence, efficiency, and scalability.ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:1. CCaaS Platform Configuration & DesignDesign, configure, and optimize contact center solutions on the NICE CXone platform to meet business needs.Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools on NICE CXone.Customize platform features for improved efficiency, customer satisfaction, and operational effectiveness.Leverage AI-based routing, real-time analytics, and automation features to enhance agent performance and customer experience.Utilize NICE CXone APIs and integration frameworks to build automated workflows and data exchanges with external systems.2. Migration & Integration SupportLead and support the migration process from existing Cisco platforms to NICE CXone, ensuring minimal disruption and a seamless transition.Work with cross-functional teams to integrate NICE CXone with Salesforce CRM, ensuring data synchronization, customer case management, and enhanced reporting capabilities.Collaborate on API-based integrations between NICE CXone and enterprise systems (CRM, ERP, WFM, or analytics platforms) to improve automation and data visibility.3. Call Flow OptimizationDesign and build ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) call flows on the NICE CXone platform to improve routing efficiency and customer experience.Continuously optimize existing call flows for improved performance, reduced wait times, and better overall customer service.Implement AI-assisted virtual agents, sentiment analysis, and intelligent call routing to deliver smarter and more adaptive customer journeys.Automate repetitive routing logic and reporting tasks through scripting and API-triggered workflows.4. Technical Support & TroubleshootingProvide technical support for the NICE CXone platform, addressing issues related to system configurations, integrations, and call flow designs.Troubleshoot and resolve technical issues in real-time, collaborating with internal teams and vendors as needed.Utilize system diagnostics, API logs, and AI-driven monitoring tools to proactively identify and remediate configuration or performance issues.5. Collaboration & Stakeholder ManagementWork closely with business leaders to understand requirements, identify opportunities for improvement, and drive the configuration of the NICE CXone platform accordingly.Collaborate with the architecture team to ensure all designs and deployments adhere to industry standards and best practices.Partner with automation architects and data engineers to design scalable, API-first solutions that align with enterprise automation strategy.6. Continuous ImprovementStay up-to-date with the latest NICE CXone updates, best practices, and industry trends to ensure our solutions are cutting-edge.Recommend and implement improvements to existing configurations based on performance data, business needs, and technological advancements.Explore and pilot new AI, machine learning, and automation capabilities released by NICE and third-party integrations to drive continuous innovation.7. Documentation & ComplianceDocument all configurations, system changes, and deployment processes to ensure compliance and maintain a clear record of system setups.Ensure adherence to security and operational standards during all configuration and integration activities.Maintain documentation for API mappings, automation scripts, and AI model configurations to ensure reproducibility and governance.8. Client Training & SupportProvide training and support to clients, helping them optimize their use of the NICE CXone platform and integrated systems.Offer ongoing technical assistance as needed, assisting with system adjustments and addressing client queries or issues.Develop educational materials around AI-enabled features, automation best practices, and API utilization to help clients maximize platform ROI.9. Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.  10. All other duties as assigned.Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.
