Staff System Engineer - Contact Center Voice Technologies

Job Description

This role is based remotely but if you live within a 50-mile radius of [Atlanta, Austin, Mountain View, Detroit, Warren, Pontiac, or Milford], you are expected to report to that location three times a week, at minimum.

The Role

In this role, you will be responsible for developing, architecting, and supporting Nice CXone voice systems to enhance our Contact Center voice technologies. As we transition from an on-premises solution to a cloud-based environment, your expertise will play a crucial role in ensuring a seamless and effective migration, optimizing performance, and delivering scalable, future-proof solutions for our voice operations.

What You’ll Do

• Develop, architect, and support complex Nice CXone voice systems, including inContact Studio scripting, Adapters, Automation, AI, Natural Language Processing (NLP), and workforce management, for a large-scale distributed enterprise contact center.
• Design and implement large-scale voice integrations with Customer Relationship Management (CRM) systems, such as Salesforce.
• Collaborate with network engineers to ensure seamless integration with voice carriers, voice networking, Session Initiation Protocol (SIP), Session Border Controllers (SBC), and WebRTC, supporting large-scale enterprise contact center operations.
• Analyze and troubleshoot issues in cloud and hybrid multi-cloud environments, focusing on large-scale distributed contact center systems to maintain optimal performance.

Additional Job Description

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree in Computer Science, Engineering or related
• Seven (7) years experience in information technology developing and architecting highly available, complex, distributed, component-based, service-oriented, event-driven architecture solutions for an enterprise contact center.
• Five (5) years experience developing, architecting, and supporting complex Nice CXone voice systems including inContact Studio scripting, Adapters, Automation and AI, Natural Language Processing (NLP), and workforce management supporting large scale distributed enterprise contact centers.
• Experience with voice technologies that include voice carrier integration, voice networking, Session Initiation Protocol (SIP), Session Border Controllers (SBC), and WebRTC in support of large-scale enterprise contact centers.
• Experienced designing, developing, analyzing and troubleshooting large-
  scale distributed contact center systems in the cloud as well as hybrid
  multi-cloud environments.
• Knowledge of general architectural patterns, technologies, and architecture management processes
• Experience developing, architecting, and supporting large scale complex
  Custom Relationship Management systems such as Salesforce

Compensation

• The expected base compensation for this role is $160,200 - 245,400 Annually.
• Actual base compensation within the identified range will vary based on factors relevant to the position.
• Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
• A company vehicle will be provided …