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Zeektek · 1 day ago

NICE Call Center Engineer Contract to Hire Job Onsite in Columbus OH

Columbus, OH

Contract

Onsite

Entry, Mid Level

2+ years exp

Zeektek is seeking a NICE Call Center Engineer responsible for designing, implementing, and supporting NICE contact center solutions. This role involves ensuring reliable call center operations and providing excellent end-user support while collaborating with various stakeholders.

EmploymentHuman ResourcesRecruiting

Growth Opportunities

Responsibilities

Configure, administer, and support NICE contact center solutions (e.g., NICE CXone, NICE Engage, NICE IEX, NICE Quality Management)

Manage call flows, IVR scripts, routing strategies, queues, and agent profiles

Monitor system performance, capacity, and availability; proactively address issues

Implement upgrades, patches, and configuration changes in line with change management processes

Integrate NICE solutions with telephony, CRM, and workforce management systems

Provide Tier 2/3 service desk support for call center agents, supervisors, and managers

Troubleshoot call quality, login, routing, recording, and reporting issues

Respond to incidents and service requests, meeting defined SLAs

Perform root cause analysis and implement permanent fixes

Escalate and coordinate with vendors and internal teams when required

Support call recording, quality management, and compliance requirements

Assist with reporting, dashboards, and performance metrics

Ensure data integrity and adherence to security and regulatory standards

Create and maintain technical documentation, SOPs, and knowledge base articles

Participate in system testing, UAT, and production rollouts

Provide technical guidance and training to service desk staff and contact center users

Collaborate with network, telecom, and application teams

Qualification

NICE CXoneCall center telephonyTroubleshooting VoIPTicketing systemsCRM integrationsSQLCustomer service skillsPrioritizeManage issuesNICE CXone CertificationITIL FoundationCommunicationProblem-solving abilitiesTeam-oriented mindset