CXone Engineer (Onsite - Scottsdale)

Welcome to ONE! While were headquartered in sunny Arizona, weve always got travel on our minds.

Were in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology.

We are seeking a highly skilled NiCE CXone Engineer to join our Telephony Team and take ownership of the administration, configuration, integration, and AI-driven optimization of our CXone contact center platform.

The ideal candidate brings deep, hands-on expertise across the core platform, stays current on emerging CXone capabilities and contact center technologies, and excels at troubleshooting and identifying areas for improvement.

In this role you will design/maintain the routing, workflows, build integrations and automations that enhance our environment, improve customer interactions, partner with business leaders to drive adoption, and continuously boost performance across our contact center operations.

Responsibilities Administer and configure the NiCE CXone platform, including user and security profile management, ACD and skill setup, business units, and platform-wide settings.

Design, build, and manage contact center routing, queue structure, call distribution, and customer interaction logic within NiCE CXone.

Build, test, support Studio scripts, automated workflows, AI agent flows.

Build and manage integrations between CXone and connected systems, including CRM, telephony, WFM, and other contact center and business tools.

Troubleshoot and resolve platform, routing, integration, and script issues, performing root-cause analysis to prevent recurrence.

Analyze performance data and trends to proactively identify opportunities for improvement and optimization.

Develop dialing strategies to support business goals and expected outcomes.

Introduce AI-driven features and process automations that increase productivity across the business.

Partner with internal stakeholders & leadership to promote feature adoption, effective use, and continuous growth.

Engage with vendors to improve technology, enhance customer experience, and resolve issues.