NICE Contact Center Engineer

THE POSITION:

The NICE Contact Center Engineer is responsible for the design, configuration, implementation, and ongoing support of the organization’s NICE contact center platform, with a strong focus on omnichannel customer engagement. This role supports voice and digital experiences—including chat, messaging, and agent-assist (Copilot)—to ensure a seamless, consistent customer experience across channels. The engineer partners with business, IT, and vendor teams to deliver production‑ready NICE solutions that enhance agent effectiveness, customer satisfaction, and platform reliability.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

Design, configure, and maintain production‑grade NICE contact center solutions, including voice, digital chat, messaging, and omnichannel routing.

Implement and support NICE Copilot (agent assist) and related AI‑driven capabilities to enhance agent efficiency and interaction quality.

Build and manage call flows, digital workflows, routing strategies, and skill models to support consistent customer and agent experiences across channels.

Support and maintain integrations between NICE and enterprise systems such as CRM, identity management, analytics, and automation platforms.

Ensure platform reliability, performance, and scalability through proactive monitoring, configuration management, and adherence to architectural standards.

Troubleshoot and resolve complex voice, digital, and omnichannel production issues, including root‑cause analysis and remediation.

Participate in change management and release activities, ensuring all NICE changes are tested, approved, documented, and production‑ready.

Maintain accurate and current technical documentation for NICE configurations, integrations, and operational procedures.

Ensure all NICE platform configurations comply with security, compliance, audit, and data protection requirements.

EXPECTATIONS OF THE JOB:

Collaborate effectively with Business Analysts, product owners, and business stakeholders to understand priorities, timelines, and release impacts.

Participate in design reviews, backlog grooming, release planning, and change management forums as a technical subject matter expert.

Follow established IT governance, documentation, and change control processes for all platform updates and enhancements.

Communicate clearly and professionally with technical and non‑technical audiences regarding planned changes, incidents, and platform status.

Provide timely production support during scheduled releases, incidents, or after‑hours maintenance windows, as required.

Remain current on NICE platform capabilities, digital engagement trends, and agent‑assist technologies through ongoing learning and vendor engagement.

Support audit, compliance, and risk management activities by providing documentation, evidence, and technical explanations when requested.

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