NiCE IVR Telephony Engineer
Core
Lead the migration of contact center agents from legacy NiCE inContact CTI to NiCE CXone Agent Embedded within Salesforce Lightning Service Console, configuring AI-powered transcription and call summaries.
Role type
Senior IC Salesforce/NiCE integration engineer
Builds
Contact center telephony integration and AI agent assist features
Domain
Telecommunications / Contact Center Operations
Deliverable
production ML models
Required skills
NiCE CXone Agent configuration, Salesforce Service Cloud administration, NiCE CXone Studio scripting, ACD skill setup, Open CTI integration, contact center connector migration, Generative AI profile settings
Preferred skills
Salesforce Service Cloud certification, regulated industry compliance experience (PHI), technical documentation creation
Technologies
NiCE CXone, Salesforce Service Cloud, Lightning Service Console, Open CTI, AI Cloud, LESS
Responsibilities
Migrate 160 agents from legacy inContact to CXone Agent Embedded, configure NiCE CXone Agent Assist Hub, write and update NiCE CXone Studio scripts, install and configure CXone Agent for Salesforce managed package, design Salesforce Service Cloud components, perform end-to-end integration testing, coordinate with client teams
Seniority
Senior, hands-on IC
