Voice Engineer - NICE CXone

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Job Summary

The Voice Engineer - CXone position is an opportunity for an individual with prior, hands-on experience working with NICE CXone IVR. We are looking for an experienced CXone Developer to assist in a new implementation of CXone. Our Telecom Specialists work within a group of highly motivated Information Technology professionals committed to keeping Consumer Cellular #1.

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite.

Responsibilities

• Nice Studio Scripting, integrating into custom CRM, develop documentation.

• Create, maintain, and update CXone IVR scripts/code using CXone Studio and Snippets.

• Support the integration of CXone technology including screen-pops and omnichannel routing of voice, email and chat via web services.

• Vast understanding of Contact Center Operations including inbound voice (tollfree networks/SIP/IVR/ACD), digital channels including email/chat/SMS/social/AI, reporting, workforce management, contact center reporting, and analytics, leveraging APIs and integrations across the enterprise.

• This position will focus on the development of CXone to include configuring agents, skills, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platform.

• This position serves in a lead implementation role, assisting and mentoring other implementation personnel.

• Works with business customers, analysts, and team members to understand requirements.

• Experience with integration requirements and building integration services (API, URL calls, etc.).

• Trouble-shooting problems during the configuration or go-live stages of implementation.

• Implementation of NICE CXone advanced services (i.e., Personal Connection, NEVA, Expert, Chat, Attendant, etc.).

• Administration & implementation tasks associated with implementing and maintaining our NICE CXone solution.

• Create, maintain, and update the CXone applications used for call and screen recordings including Central, QM, WFM, Reporting, and Speech Analytics.

• Analyzes, diagnoses, and resolves application problems related to NICE CXone contact center technology.

• Where necessary, work with the CXone team for follow-up and prompt resolution.

Required Competencies

• At least five years supporting NICE CXone or NICE InContact.

• Experience migrating from Avaya to NICE CXone desired.

• Ability to manage projects independently with limited supervision.

• Bachelor’s degree or equivalent in experience.

• General knowledge of Microsoft Office product suite, Cisco, HP, Dell, networking, wiring, routers, switches, and communications protocols (TCP/IP, G.711, G.729, SIP, MPLS, QoS).

• Experience with VMWare and Storage is a plus.

• Experience with Alvaria (Aspect) WFM a plus.

• Excellent interpersonal and communication skills (verbal & written).

Required Experience

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit, stand, and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

The noise level in the work environment is usually moderate.

About Consumer Cellular

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50 . An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI) . Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at ConsumerCellular.com , by telephone at (888) 345-5509, and at leading retailers including Walmart. Connect with Consumer Cellular on Facebook , Instagram , and Youtube . for tutorials, features, applications, and company news.

Pay & Benefits Data

• Minimum Salary: $111,300

• Maximum Salary: $161,700

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

• Competitive base pay with potential for shift differential, overtime and bonus pay

• Medical insurance (98% company-paid for full-time employee only coverage)

• Dental and Vision insurance (100% company-paid for full-time employee only coverage)

• 401(k) company match of 100% up to 6% of your pay

• Discounted Consumer Cellular wireless phone plan for employees

• Paid Time Off (PTO) available following a 30-day waiting period

• • 6 company-paid holidays plus 16 hours of floating holiday accrual per year

• Flexible Spending Accounts (FSA) for health care and dependent care expenses

• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)

• Long-Term Disability insurance (100% company-paid)

• Employee Assistance Program (100% company-paid)

• Education reimbursement

• Employee rewards program

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• Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions._

Pre-employment background check and drug screen is required.

Primary Location: United States-Arizona-Scottsdale 9363 E Bahia Dr 9363 E Bahia Dr Scottsdale 85260

Job: Information Technology

Travel: No

Schedule: Full-time

Req ID: 260716