Customer Experience Platform Engineer

Requirements

Must have:

- Experience supporting or administering NICE CXone or similar CCaaS platforms (e.g., Genesys, Five9, Amazon Connect) - Strong knowledge of call routing, IVR design, and contact center workflows - Working knowledge of VoIP, SIP, and network principles - Experience with APIs, integrations, or middleware - Excellent troubleshooting, analytical, and cross-department collaboration skills - NICE CXone certifications (preferred) - Experience with Azure or cloud environments (nice to have) - Familiarity with ITIL or service management practices (preferred) - Skills in scripting, automation, or workflow development (nice to have)

Responsibilities:

- Provide comprehensive support for NICE CXone, ensuring incident resolution across call flows, IVR, routing, and digital channels - Monitor system performance, call metrics, and platform stability - Design, create, and enhance IVR workflows, routing logic, and omnichannel setups - Collaborate with Network Engineering to troubleshoot VoIP/SIP and communication flow challenges - Manage escalations and liaise with NICE for root cause analysis and resolution - Assist with integrations involving CRM/CIS platforms, ServiceNow, SAP, and Microsoft 365 - Develop and sustain API-based integrations, automation, and data workflows - Document system configurations, processes, and troubleshooting methods - Identify and implement enhancements, upgrades, and new functionalities for the platform

Company:

We are on the lookout for a CX Platform Engineer to enhance our NICE CXone environment. This position blends platform support, system configuration, and engineering, ensuring the maintenance and advancement of our cloud-based contact center ecosystem. Our ideal candidate will work alongside Network Engineering, IT, and business teams to tackle VoIP/SIP issues and improve the customer experience. Located in Buffalo, NY, we offer a competitive salary ranging from $80,000 to $100,000, with top compensation for those who meet all requirements.