CCaaS Engineer

Compri is looking for a CCaaS Engineer for our client headquartered in Malvern, Pennsylvania. 100% remote.

Job Description

The Senior CCaaS Engineer will serve as a senior technical SME for NICE CXone and the broader contact center ecosystem. This is a highly technical role focused on complex scripting, enterprise integrations, AI/automation, advanced troubleshooting, security, and technical leadership. The person will work within an existing, complex environment and will be expected to improve, troubleshoot, and expand current architecture rather than build everything from scratch.

Core Responsibilities

• Troubleshoot, refactor, and enhance complex existing routing scripts and workflows.
• Design and develop advanced AI and automation solutions , including:
• AI agents, LLM prompting. Web/chat bots. Agentic voice solutions
• Engineer and support real-time integrations between NICE CXone and: Salesforce, ServiceNow, EPIC
• Implement and optimize fraud prevention and voice biometrics solutions.
• Lead technical troubleshooting during major incidents and platform outages.
• Perform root-cause analysis and implement long-term corrective solutions.

Must-Have Requirements

• Deep hands-on experience with NICE CXone [4+ years]
• Strong experience with complex call routing, scripting, and workflow development.
• Experience troubleshooting and enhancing existing scripts/codebases.
• Strong API and enterprise integration experience.
• Experience integrating NICE CXone with platforms such as: Salesforce, ServiceNow, EPIC
• Strong Tier 3 / major incident troubleshooting experience.
• Experience leading root-cause analysis for complex outages.

Education

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Equivalent hands-on technical experience may also be considered.