NICE CXone Engineer

About the role

Vheda Health is a leader in virtual health engagement, dedicated to improving health equity for underserved populations. With over 10 years of experience and a strong national presence, our turnkey chronic care programs provide simple access to care from anywhere, helping health plans deliver better outcomes for their members.

Key Responsibilities

• NICE CXone Platform Administration
• Configure, maintain, and optimize NICE CXone modules including Voice, ACD, Studio call flows, and agent skill routing
• Administer user accounts, roles, permissions, queues, skills, and routing profiles
• Support WebRTC / softphone configurations and endpoint troubleshooting
• Manage platform upgrades, patches, and feature enablement
• Call Flow & Studio Configuration
• Design, implement, and maintain Studio scripts for inbound and outbound call routing
• Support CRM-driven ScreenPop and call disposition workflows
• Troubleshoot IVR logic, call failures, latency, and routing issues
• Analytics & Reporting Support
• Support NICE CXone Interaction Analytics configuration and data validation
• Partner with Analytics teams to enable dashboards, KPI tracking, and operational reporting
• Aid in agent attribute management, data tagging, and analytics permissions
• Integrations & Systems Support
• Support integrations between NICE CXone and CRM, and internal systems (APIs, SSO, user provisioning)
• Cook up with vendors and internal developers on integration troubleshooting and enhancements
• Maintain documentation for workflows, configurations, and dependencies
• Compliance, Security & Audit Readiness
• Ensure NICE CXone configurations align with HIPAA, data privacy, and internal security policies
• Enforce role-based access controls (RBAC) and audit logging
• Support compliance reviews, internal audits, and external assessments
• Maintain SOPs, configuration documentation, and change management artifacts
• Operations & Support
• Provide Tier 2/3 support for NICE CXone issues
• Support training efforts for administrators, supervisors, and agents
• Participate in incident response, root cause analysis, and platform stabilization efforts
• Cook up with NICE Professional Services as needed

Required Qualifications

• 3+ years experience administering NICE CXone or comparable enterprise contact center platforms
• Hands-on experience with:
• NICE CXone Voice / ACD
• Studio call routing
• WebRTC / softphone environments
• Contact center analytics or reporting
• Strong understanding of call center operations and agent workflows
• Experience supporting production systems in regulated environments
• Ability to troubleshoot complex technical issues across multiple systems

Additional Preferred Skills

• NICE CXone certifications or NICE admin training
• Experience with Interaction Analytics and Quality Management
• Experience supporting HIPAA-regulated or healthcare environments
• Experience working with Power BI or downstream reporting tools

Pay

The base salary range for this role is: $100,000 - $127,000 per year (United States)

Benefits

• Compensation: Competitive salary within the published range plus performance bonus and equity opportunities
• Healthcare: Comprehensive medical, dental, and vision coverage
• Financial Security: 401(k) retirement plan, voluntary life insurance, short and long-term disability
• Work-Life Balance: Unlimited paid time off and 12 paid company holidays
• Community: Engaging team events and activities throughout the year