Job Advertisement: NICE CXone Specialist

Overview

Energize Group is working with a business consulting firm specializing in customer experience, contact center solutions, managed IT, and cloud. They are looking for a NICE CXone Specialist to be responsible for the administration and engineering of the client’s NICE CXone cloud contact center platform. It balances operational support, user management, and platform enhancements—such as routing logic and system integrations—to ensure performance, stability, and customer experience (CX) optimization. The resource will work as an embedded member of the client’s team.

Responsibilities

• Serve as a strategic advisor and SME, translating business needs into technical solutions.
• Lead discovery sessions with business and technical stakeholders to design future-state architecture and implementation plans, including omnichannel routing, IVR, WFM, QM, analytics, and third-party integrations.
• Administer NICE CXone: user provisioning, skill/routing configuration, IVR scripting, and call flow maintenance.
• Support and maintain WEM modules.
• Monitor system health, resolve incidents, and coordinate with NICE support when needed.
• Execute configuration changes within established change control processes.
• Contribute to redesign projects such as call flow reengineering and reporting enhancements.
• Support integrations with business applications (e.g., CRM, UCaaS).
• Participate in CX improvement initiatives and journey mapping.

Qualifications

• Hands-on NICE CXone experience; NICE CXone Implementation Certification strongly preferred.
• Strong understanding of enterprise contact center operations and digital engagement strategies.
• Experience with CRM (Salesforce, Dynamics), ticketing systems, middleware, and other integration architectures.
• Proficient in Studio scripting, ACD routing, IVRs, and APIs.
• Familiarity with WEM suite.
• Working knowledge of IT Service Management (incident, problem, change); ITIL certification a plus.
• Strong communication skills across technical and business audiences.

Energize Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.