J-1606 Engineer II, Telecom

Job Title: NICE CXone Engineer - Remote

Duration (Contract): 6 7 Months

Client Location: Orlando FL 32821

Location Preference: Remote

Job Description:
As a NICE CXone Engineer you will be responsible for the design development implementation and support of enterprise contact center solutions within a complex telecommunications environment. You will leverage deep expertise in NICE CXone to develop and optimize call flows troubleshoot production issues and support critical contact center operations. This role requires strong technical leadership hands-on scripting and administration experience and the ability to collaborate with business technical and vendor teams to deliver scalable and reliable contact center solutions.

Key Responsibilities:

• Design develop document and implement contact center telephony infrastructure and application solutions
• Develop maintain and troubleshoot NICE CXone call flow scripts and routing logic
• Support and administer NICE CXone environments in production settings
• Gather and document business and technical requirements for contact center initiatives
• Collaborate with internal teams and external vendors to evaluate and implement new technologies and process improvements
• Ensure interoperability between contact center solutions and network security desktop and compliance systems
• Analyze existing telecommunications environments and recommend improvements in performance reliability and scripting efficiency
• Support migration initiatives involving contact center platforms and telephony technologies
• Provide advanced troubleshooting and issue resolution for contact center applications and infrastructure
• Perform system testing patching hardening upgrades and maintenance activities
• Monitor and support voice systems call routing recording platforms voicemail systems and supporting technologies
• Maintain technical documentation procedures and operational knowledge resources
• Participate in on-call support activities and respond to critical incidents as required
• Collaborate with stakeholders to assess impacts of system changes and ensure business continuity

Required Skills Experiences Education and Competencies:

• Bachelors degree in Computer Information Systems Telecommunications or a related technical field or equivalent experience
• 5 years of experience supporting and developing solutions within complex telecommunications environments
• Expert-level hands-on experience with NICE CXone administration scripting development and troubleshooting
• Strong experience with contact center technologies including ACD PBX voice systems call recording gateways and voicemail platforms
• Strong understanding of VoIP SIP and contact center call routing technologies
• Experience with WAN/LAN networking concepts and infrastructure components
• Knowledge of TCP/IP routers session border controllers (SBCs) switches firewalls DNS DHCP and Citrix environments
• Strong scripting troubleshooting and problem-isolation skills within contact center technologies
• Experience analyzing and resolving complex production issues
• Ability to document technical solutions and communicate effectively with technical and business stakeholders
• Strong understanding of telecommunications system integration and operational support
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Excellent verbal and written communication skills
• Willingness to participate in on-call support and respond to after-hours incidents when required
• NICE CXone certification or CCNA Collaboration certification (preferred)
• Experience leading technical initiatives and mentoring team members (preferred)
• Experience supporting large-scale multi-location and multi-vendor contact center environments (preferred)
• Experience with contact center platform migration projects (preferred)

The hourly range for roles of this nature are $50.00 to $70.00/hr. Rates are heavily dependent on skills experience location and industry.

cyberThink is an Equal Opportunity Employer.