Unified Communications Sr Call Center Engineer

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Job Title:

Unified Communications Sr Call Center Engineer

Department:

Health System Shared Services | Technology Deployment

Position Summary

The NICE CXone Senior Engineer / Scripter is responsible for the design, development, implementation, and ongoing support of NICE CXone contact center solutions. This role focuses heavily on scripting, automation, and workflow optimization to enhance customer experience, operational efficiency, and system reliability. The engineer serves as a technical lead and subject matter expert for CXone platform capabilities.

MINIMUM REQUIRED QUALIFICATIONS

• Bachelor's degree or equivalent experience. Advanced degree in relevant field may be desirable.

• 6+ years of experience in contact center technologies (NICE CXone preferred)
• Strong experience with CXone Studio scripting (IVR / ACD flows)
• Experience with APIs, web services, and integrations (REST/SOAP)
• Strong troubleshooting and root cause analysis skills
• Experience with call routing, telephony concepts, and cloud contact center architecture
• Ability to translate business requirements into technical solutions

Additional Information:

Preferred Qualifications

• Experience in healthcare environments (e.g., patient access, scheduling, nurse triage)
• Familiarity with workforce management (WFM), analytics (Performance Analytics), and digital channels (chat, email, SMS)
• Knowledge of programming/scripting languages (JavaScript, XML, JSON, SQL)
• Experience with Azure or cloud platforms supporting CXone integrations
• Understanding of compliance requirements (HIPAA, E911/Kari’s Law considerations for contact centers)

Location:

Remote Location

Position Type:

Regular

Scheduled Hours:

40

Shift:

First Shift

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The university is an equal opportunity employer, including veterans and disability.