NICE CXone Engineer (Hybrid)

We are looking for a NICE CXone Engineer to support and enhance contact center technology operations for a legal organization in River Edge, New Jersey. This role focuses on building efficient call flows, improving platform performance, and strengthening communication systems that support intake and pre-litigation teams. The ideal candidate brings hands-on experience with CXone, RingCentral, automation, and analytics, along with the ability to translate technical solutions into measurable business results.

Responsibilities:

• Create and refine contact center routing frameworks, including queue structures, skill-based distribution, and call path logic to improve service efficiency.

• Build, test, and support CXone Studio scripts and automated workflows that streamline daily operations and reduce manual effort.

• Manage RingCentral configuration and maintain reliable integrations between telephony tools and connected business systems.

• Analyze platform data and reporting trends to identify opportunities for stronger performance across intake, pre-litigation, and related functions.

• Develop and optimize outbound dialing strategies and campaign settings to improve reach, responsiveness, and conversion outcomes.

• Introduce AI-driven features and process automation that increase team productivity and accelerate response times.

• Partner with operational leaders and frontline users to deliver training, promote adoption, and ensure effective use of contact center tools.

• Continuously assess system performance and implement enhancements that improve scalability, reliability, and user experience.

Qualifications:

• Proven experience working with NICE CXone, including Studio scripting, workflow design, and contact routing configuration.
• Strong background administering RingCentral and supporting integrations with broader enterprise platforms.
• Hands-on expertise in queue management, skills-based routing, and outbound dialer campaign optimization.
• Ability to use reporting and analytics to evaluate platform effectiveness and recommend operational improvements.
• Demonstrated success applying AI or automation solutions to improve speed, efficiency, and conversion metrics.
• Strong communication skills with the ability to train users and explain technical concepts in practical business terms.
• Experience with C#, .NET, ASP.NET, JavaScript, and React.js is preferred.
• Comfortable working on-site and collaborating closely with cross-functional teams in a fast-paced environment.

Compensation

$75,000.00-$90,000.00 Yearly

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