Telecom Engineer

Vimo is hiring a Telecom Engineer to configure, develop, maintain, and troubleshoot NICE CXone contact center services. The role supports IVR and call routing, integrations, system reliability, and collaboration with contact center and technical teams.

Responsibilities:

• Work cross functionally with the contact center team to configure, develop, maintain, and troubleshoot multiple Business Units (BUs) in NICE CXone
• Design and implement IVR, call routing across all communication channels based on business requirements
• Manage multiple NICE BUs and provide periodic updates to customers and contact center management. Fine tune configurations per business needs
• Ensure the smooth operation of telephony services and integrations with other systems
• Provide technical support and troubleshooting assistance as needed to the contact center and other technical teams
• Collaborate with cross-functional teams to design and implement new features
• Troubleshoot and resolve issues related to the contact center services
• Monitor system performance and ensure high availability and reliability

Requirements:

• Bachelor's in Information Technology / Computer Science or a related field or equivalent experience
• At least 4 years' experience in working with NICE InContact / NICE CXone including ACD, IVR, Auto Dialer, Omnichannel, WFM, Interaction Analytics
• Experience in scripting with NICE CXOne Studio
• Experience with some other scripting language such as Perl, Python, bash, etc
• Experience in integrating CXone with other systems
• Solid understanding of configuring an end-to-end contact center solution
• Knowledge of some other Contact Center as Service (CCaS) solution such as Amazon Connect will be a strong asset