New Jersey Staffing
Cloud Contact Center & Unified Communications Engineer (CXOne + Teams Voice)
New Jersey Staffing, Convent Station, New Jersey, us, 07961
Cloud Contact Center & Unified Communications Engineer
Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients. Zelis is seeking a Cloud Contact Center & Unified Communications Engineer to own, enhance, and optimize our NICE CXOne and Microsoft Teams Voice environments. As a key member of a lean, agile team, you will lead the configuration, integration, and ongoing improvement of our CCaaS and UCaaS platforms-delivering seamless communication tools that power user productivity and customer engagement. What You'll Do:
Serve as the primary engineer and internal expert on NICE CXOne Contact Center and Microsoft Teams Voice platforms. Design, implement, and maintain call flows, Studio scripts, IVR configurations, and Workforce Management schedules. Build and maintain REST API integrations, particularly those connecting CXOne with Salesforce and other CRMs. Provide level 2/3 technical troubleshooting and support for voice and contact center applications, ensuring high system reliability and user satisfaction. Monitor system performance and proactively identify opportunities for optimization and automation. Support additional UC tools such as E-Faxing, voicemail routing, and compliance-related features. Collaborate with business stakeholders to understand communication challenges and deliver solutions aligned with operational goals. Track tasks and projects using JIRA; document architecture, integration steps, and platform configurations. Stay current on UCaaS and CCaaS best practices to advise on system improvements and roadmap planning. What You'll Bring to Zelis:
2+ years hands-on experience with NICE CXOne (InContact), including Studio scripting, routing logic, IVR development, and reporting. Solid experience with Microsoft Teams Voice and VoIP-based unified communication environments. Proficiency in building or managing REST API integrations, especially with CRMs like Salesforce. Demonstrated ability to own platform administration and evolution, not just provide support. Strong communication skills and comfort engaging with non-technical stakeholders. Experience working in cloud-first, distributed team environments. Experience with RingCentral, Google Dialogflow, Amazon Lex, or other CCaaS/UCaaS platforms preferred. Familiarity with JIRA, Smartsheet, Visio, and process documentation preferred. Exposure to scripting languages (e.g., JavaScript, SQL) or Salesforce Admin concepts preferred. Experience working in healthcare or other regulated industries preferred. Understanding of workforce management, quality monitoring, and reporting tools preferred. This is not a network engineering, desktop support, or hardware troubleshooting role. Not suited for Tier 1 support professionals or infrastructure-focused engineers. Not focused on endpoint provisioning, SIP trunking, or traditional IT voice services. We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.
Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients. Zelis is seeking a Cloud Contact Center & Unified Communications Engineer to own, enhance, and optimize our NICE CXOne and Microsoft Teams Voice environments. As a key member of a lean, agile team, you will lead the configuration, integration, and ongoing improvement of our CCaaS and UCaaS platforms-delivering seamless communication tools that power user productivity and customer engagement. What You'll Do:
Serve as the primary engineer and internal expert on NICE CXOne Contact Center and Microsoft Teams Voice platforms. Design, implement, and maintain call flows, Studio scripts, IVR configurations, and Workforce Management schedules. Build and maintain REST API integrations, particularly those connecting CXOne with Salesforce and other CRMs. Provide level 2/3 technical troubleshooting and support for voice and contact center applications, ensuring high system reliability and user satisfaction. Monitor system performance and proactively identify opportunities for optimization and automation. Support additional UC tools such as E-Faxing, voicemail routing, and compliance-related features. Collaborate with business stakeholders to understand communication challenges and deliver solutions aligned with operational goals. Track tasks and projects using JIRA; document architecture, integration steps, and platform configurations. Stay current on UCaaS and CCaaS best practices to advise on system improvements and roadmap planning. What You'll Bring to Zelis:
2+ years hands-on experience with NICE CXOne (InContact), including Studio scripting, routing logic, IVR development, and reporting. Solid experience with Microsoft Teams Voice and VoIP-based unified communication environments. Proficiency in building or managing REST API integrations, especially with CRMs like Salesforce. Demonstrated ability to own platform administration and evolution, not just provide support. Strong communication skills and comfort engaging with non-technical stakeholders. Experience working in cloud-first, distributed team environments. Experience with RingCentral, Google Dialogflow, Amazon Lex, or other CCaaS/UCaaS platforms preferred. Familiarity with JIRA, Smartsheet, Visio, and process documentation preferred. Exposure to scripting languages (e.g., JavaScript, SQL) or Salesforce Admin concepts preferred. Experience working in healthcare or other regulated industries preferred. Understanding of workforce management, quality monitoring, and reporting tools preferred. This is not a network engineering, desktop support, or hardware troubleshooting role. Not suited for Tier 1 support professionals or infrastructure-focused engineers. Not focused on endpoint provisioning, SIP trunking, or traditional IT voice services. We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.