Senior NICE CXone Contact Center Engineer

The Senior NICE CXone Contact Center Engineer is responsible for the support and maintenance of applications used by contact center staff (applications that have a direct integration with the telecommunications architecture).  The person in this role will be the technical lead for IT as well as the liaison for the business units. 

The Senior NICE CXone Contact Center Engineer will serve as the subject matter expert for any business-driven initiatives and will also be responsible for monitoring and troubleshooting systems for optimal performance. The official NJM job title is Telecom Apps Software Engineer, Principal.

Essential Duties and Responsibilities:

• Customer support and troubleshooting

  • Leads the analysis and resolve telecom related issues and service requests in a timely manner.

  • Mentor junior team members and work with extended IT team members and vendors to resolve complex and cross product issues.

  • As the technical lead, interact with vendor support and provide adequate communication about problem resolution.

  • Proactively monitor systems and take corrective action when required.

  • Document process and procedures according to established IT standards.

  • On a periodic frequency, insure that all supporting telecom systems are adequately patched with the appropriate application and security related updates.

  • Serve as the technical lead for all of the telecom related technologies in use at NJM

• Subject matter expert on departmental and business initiatives

  • Act as the liaison for the business unit and IT.

  • Identify and correlate business requirements to software configurations solutions within the telecom applications.

  • Identify and support the various IT system integrations to the telecom architecture.

  • Influence IT technical staff in the design and operation of telecom systems.

  • Serve as the technical lead and point of contact for issue resolution and problem analysis.

  • Coordinate and run testing efforts to validate application functionality upon deployment of a fix and or platform upgrades.

• Quality and documentation

  • Insure that team and individual deliverables are of high quality.

  • As the technical lead, insure that Service requests are resolved to end user satisfaction with minimal rework.

  • Expert use of available tools to diagnose and remedy user reported issues.

  • Help create processes where necessary.

  • Create and document procedures adhering to established IT processes.

• Continuous improvement

  • Maintain and improve technical proficiency through continuous learning of telecom products, supporting hardware and software environments.

  • Actively seeks to learn from available resources as appropriate.

  • Serve as a mentor to junior team members.

Required Qualifications:

• Bachelor’s degree in a technical field (computer science, engineering) or equivalent work experience of 8 or more years

• Working knowledge of telecom system architecture to support a contact center environment.

• Working knowledge of database design and operation, web technologies.

• Proficiency and experience with certain operating systems (Windows, Linux)

• Self-starter that can work independently or as part of a team

• Commitment to continuous learning

• Familiarity with IT project lifecycles

Preferred Qualifications:

• NICE Certified System Administrator (preferred but not required)

Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.

NJM reserves the right at any time to amend, add or delete any aspect of the job description for this position based on business needs.

Compensation: Salary is commensurate with experience and credentials.

Pay Range: $120,515-$139,901

Eligible full-time employees receive a competitive Total Rewards package, including but not limited to a 401(k) with employer match up to 8% and additional service-based contributions, Health, Dental, and Vision insurance, Life and Disability coverage, generous PTO, Paid Sick Leave, and paid parental leave in addition to state-mandated leave. Employees may also be eligible for discretionary bonuses.

Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.