Apex Systems
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This range is provided by Apex Systems. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base Pay Range $48.00/hr - $57.00/hr
Job Information
Job #: 3017032
Job Title: NiCE Call Center Engineer
Pay Range: $48/hr – $57/hr
Location: Columbus, OH (Onsite)
Contract Length: 6 Months (Contract-to-Hire)
Seniority Level: Mid-Senior Level
Employment Type: Contract
Job Function: Engineering and Information Technology
Industries: IT Services and IT Consulting
Job Summary The NICE Call Center Engineer is responsible for designing, implementing, supporting, and optimizing NICE contact center technologies. This role blends hands‑on engineering with service desk support to ensure stable, high‑performing call center operations. The engineer collaborates with IT, operations, and business teams to maintain system availability, performance, and compliance across all contact center platforms.
Key Responsibilities
Configure, administer, and support NICE contact center solutions (e.g., NICE CXone, NICE Engage, NICE IEX, NICE Quality Management)
Manage call flows, IVR scripts, routing strategies, queues, and agent profiles
Monitor system performance, capacity, and availability; proactively resolve issues
Implement upgrades, patches, and configuration changes following change‑management processes
Integrate NICE platforms with telephony, CRM, and workforce management systems
Provide Tier 2/3 support for call center agents, supervisors, and managers
Troubleshoot issues related to call quality, login failures, routing, recording, and reporting
Respond to incidents and service requests in alignment with SLAs
Conduct root cause analysis and implement long‑term corrective actions
Coordinate escalations with vendors and internal technical teams
Support call recording, quality management, and compliance initiatives
Assist with reporting, dashboards, and performance metric development
Ensure data integrity and adherence to security and regulatory requirements
Develop and maintain technical documentation, SOPs, and knowledge base articles
Participate in system testing, UAT, and production deployments
Provide training and technical guidance to service desk staff and contact center users
Collaborate with network, telecom, and application teams on cross‑functional initiatives
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or equivalent experience
2–5+ years of experience supporting contact center environments
Hands‑on experience with NICE platforms (CXone or similar)
Background in call center service desk or IT support roles
Strong troubleshooting skills in VoIP, call routing, and agent desktop environments
Technical Skills
NICE CXone (ACD, IVR, QM, WFM, Analytics preferred)
Call center telephony concepts (SIP, VoIP, softphones)
Ticketing systems and ITIL‑based service desk processes
CRM integrations (Salesforce, Dynamics, or similar)
SQL, reporting tools, or scripting (preferred but not required)
Windows OS, basic networking, and cloud‑based systems
Benefits Overview Apex offers medical, dental, vision, life, disability, and other insurance plans, as well as a 401(k) program with a company match, an HSA option, and various employee assistance programs. Professional development includes access to on‑demand training, certification preparation, and a library of courses.
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This range is provided by Apex Systems. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base Pay Range $48.00/hr - $57.00/hr
Job Information
Job #: 3017032
Job Title: NiCE Call Center Engineer
Pay Range: $48/hr – $57/hr
Location: Columbus, OH (Onsite)
Contract Length: 6 Months (Contract-to-Hire)
Seniority Level: Mid-Senior Level
Employment Type: Contract
Job Function: Engineering and Information Technology
Industries: IT Services and IT Consulting
Job Summary The NICE Call Center Engineer is responsible for designing, implementing, supporting, and optimizing NICE contact center technologies. This role blends hands‑on engineering with service desk support to ensure stable, high‑performing call center operations. The engineer collaborates with IT, operations, and business teams to maintain system availability, performance, and compliance across all contact center platforms.
Key Responsibilities
Configure, administer, and support NICE contact center solutions (e.g., NICE CXone, NICE Engage, NICE IEX, NICE Quality Management)
Manage call flows, IVR scripts, routing strategies, queues, and agent profiles
Monitor system performance, capacity, and availability; proactively resolve issues
Implement upgrades, patches, and configuration changes following change‑management processes
Integrate NICE platforms with telephony, CRM, and workforce management systems
Provide Tier 2/3 support for call center agents, supervisors, and managers
Troubleshoot issues related to call quality, login failures, routing, recording, and reporting
Respond to incidents and service requests in alignment with SLAs
Conduct root cause analysis and implement long‑term corrective actions
Coordinate escalations with vendors and internal technical teams
Support call recording, quality management, and compliance initiatives
Assist with reporting, dashboards, and performance metric development
Ensure data integrity and adherence to security and regulatory requirements
Develop and maintain technical documentation, SOPs, and knowledge base articles
Participate in system testing, UAT, and production deployments
Provide training and technical guidance to service desk staff and contact center users
Collaborate with network, telecom, and application teams on cross‑functional initiatives
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or equivalent experience
2–5+ years of experience supporting contact center environments
Hands‑on experience with NICE platforms (CXone or similar)
Background in call center service desk or IT support roles
Strong troubleshooting skills in VoIP, call routing, and agent desktop environments
Technical Skills
NICE CXone (ACD, IVR, QM, WFM, Analytics preferred)
Call center telephony concepts (SIP, VoIP, softphones)
Ticketing systems and ITIL‑based service desk processes
CRM integrations (Salesforce, Dynamics, or similar)
SQL, reporting tools, or scripting (preferred but not required)
Windows OS, basic networking, and cloud‑based systems
Benefits Overview Apex offers medical, dental, vision, life, disability, and other insurance plans, as well as a 401(k) program with a company match, an HSA option, and various employee assistance programs. Professional development includes access to on‑demand training, certification preparation, and a library of courses.
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