Hi
My name is Rohit Chauhan, and I am a Staffing Specialist at Novia Infotech LLC. I am reaching out to you on an exciting job opportunity with one of our clients.
Job Title: NICE CXOne / Contact Center Engineer (NICE InContact & LiveVox)
Location: Plano,
TX 75024 (Hybrid)
Interview: Must attend onsite client
interview
Job Overview
We are seeking an experienced NICE CXOne / Contact Center Engineer with 10+ years of experience in contact center technologies, particularly NICE InContact (CXOne) and LiveVox dialer platforms. The ideal candidate will have strong hands-on experience with Studio scripting, omni-channel call center solutions, dialer configuration, and call center integrations.
This role involves designing, implementing, and supporting enterprise contact center solutions, integrating systems such as Salesforce, AWS services, Kafka, and analytics platforms, while ensuring reliable and scalable communication infrastructure for customer engagement operations.
Key Responsibilities
Contact Center Platform Development
- Design, configure, and support NICE CXOne / NICE InContact contact center solutions.
- Develop and maintain Studio Scripts (Omni-channel scripting) for inbound and outbound call flows.
- Configure and manage NICE Personal Contact Dialer and campaign workflows.
- Implement and support LiveVox Dialer and Smart Reach scripting for outbound communication strategies.
- Work with NICE IEX Workforce Management and NICE Quality Management platforms.
Call Center Integrations
- Integrate NICE CXOne and LiveVox systems with enterprise platforms such as Salesforce Call Center.
- Support integration activities including:
- SSO configuration
- SailPoint identity profiling
- Omnichannel setup
- Salesforce managed packages
- Softphone integration with NICE and LiveVox switches
Cloud & Data Integration
- Work with AWS cloud services including EKS, EC2, and Lambda.
- Configure and maintain Kafka-based event streaming systems.
- Implement integrations with API Gateway, Elastic Stack (ELK), and Snowflake for monitoring, logging, and data analytics.
Automation & DevOps
- Participate in CI/CD pipelines and DevOps processes to support continuous delivery of contact center applications.
- Collaborate with infrastructure and DevOps teams to deploy and manage platform changes.
- Implement monitoring and troubleshooting solutions for contact center infrastructure and integrations.
Monitoring & Troubleshooting
- Troubleshoot and resolve issues related to call routing, dialer campaigns, scripting logic, and system integrations.
- Monitor call center system performance and ensure high availability and reliability of customer engagement platforms.
- Work with cross-functional teams to diagnose and resolve operational issues.
Collaboration
- Collaborate with business stakeholders, call center operations teams, Salesforce administrators, and cloud engineers.
- Support enhancements to customer engagement systems and omnichannel communication workflows.
- Provide documentation and operational support for contact center solutions and integrations.
Required Skills
- 10+ years of experience in contact center technology and development.
- Strong experience with NICE CXOne / NICE InContact platform.
- Hands-on expertise with Studio Scripting (Omni-channel scripting).
- Experience with NICE Personal Contact Dialer.
- Experience with NICE IEX Workforce Management.
- Experience with NICE Quality Management.
- Hands-on experience with LiveVox Dialer and Smart Reach scripting.
- Experience with Kafka event streaming platforms.
- Experience working with AWS cloud services (EKS, EC2, Lambda).
- Knowledge of Elastic Stack (ELK), API Gateway, and Snowflake integrations.
- Experience with CI/CD pipelines and DevOps practices.
Preferred Skills
- Experience with Salesforce Call Center integrations including:
- SSO configuration
- Omnichannel setup
- SailPoint identity management
- Softphone integration
- Knowledge of enterprise call routing and omnichannel customer engagement systems.
- Experience working in large-scale call center or telecom environments.
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Rohit Chauhan IT Recruiter A: 4421 Avenida Ln, McKinney, TX, 75070
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