CXone Engineer

This is an international role based in Philippines. Only Applicants currently residing in Philippines will be considered

Senior CXone Engineer

Location: Philippines (Remote)

Schedule: Full-Time

Full-time benefits: Medical, Dental, Life Insurance, PTO

Position Objective:
As a Senior CXone Engineer, you will serve as a primary hands-on technical resource supporting the day-to-day operation and continued development of a NICE CXone environment. You will build and maintain call flows, support integrations between CXone and adjacent business systems, troubleshoot advanced voice-quality issues, and implement routing configuration. You will also partner with senior technical resources on broader platform changes while providing reliable operational support for incidents and change requests.

Critical Success Behaviors:

• Develop and maintain CXone Studio scripts for call flows, IVR logic, and self-service routing

• Build and support integrations connecting CXone to Salesforce, Workforce Management (WFM), and other internal systems using REST and SOAP APIs, XML, and webhooks

• Diagnose and resolve advanced voice-quality issues, including codec, network, and carrier-level troubleshooting

• Implement and maintain ACD/IVR routing configuration in alignment with the platform's skill and channel strategy

• Partner with the Senior CXone Architect on environment-wide changes and identify proposed changes that may carry broader downstream impact

• Provide ongoing operational support for the CXone platform, including incident response and change requests

Qualifications:

The ideal candidate MUST possess:

• 4-7 years of telephony or contact center technology experience

• Current NICE CXone certification

• Hands-on experience with CXone Studio scripting for call flows, IVR, and self-service routing

• Practical experience building or supporting REST/SOAP API, XML, and webhook integrations between CXone and business systems such as Salesforce or WFM platforms

• Working proficiency in at least one general-purpose programming language, such as C#, JavaScript, or Python, sufficient to support custom scripting and integration work

• Demonstrated experience troubleshooting voice-quality issues in a production contact center environment

The ideal candidate would typically have:

• Familiarity with adjacent contact center technologies, including PBX, CTI, VoIP, and SaaS telephony architecture

• Experience operating in a remote, international, or distributed delivery model supporting a US-based or global account

• Experience with omnichannel voice and digital routing design beyond voice-only IVR work