Berkshire Hathaway GUARD Insurance Companies · 11 hours ago
Contact Center Engineer
US-NJ-Parsippany
Full-time
Hybrid
Mid Level
$66K/yr - $153K/yr
3+ years expBerkshire Hathaway GUARD Insurance Companies is a leading provider of Property & Casualty insurance products, seeking a skilled Contact Center Engineer to join their Technology Services team. The role focuses on designing, implementing, and maintaining contact center solutions, particularly with NICE CXone, to enhance customer experience through technology.
Commercial InsuranceFinancial ServicesInsuranceLife Insurance
No H1B
Responsibilities
Design, configure, and maintain NICE CXone contact center environments
Develop and manage integrations between CXone and third-party systems (PCIPal, Proprietary Software Insure Platforms, workforce management tools, etc.)
Collaborate with business stakeholders to gather requirements and translate them into technical solutions
Monitor system performance and troubleshoot issues to ensure high availability and optimal performance
Implement IVR flows, call routing strategies, and omnichannel configurations
Support reporting and analytics initiatives using CXone tools and custom data pipelines
Maintain documentation for system architecture, configurations, and processes
Stay current with NICE CXone updates, best practices, and emerging technologies
Qualification
Required
3+ years of experience in contact center engineering or related technical role
Proven expertise with NICE CXone platform (Studio, Admin, Reporting, APIs)
Strong understanding of contact center operations and technologies (IVR, ACD, CTI, WFM)
Experience with RESTful APIs, webhooks, and integration frameworks
Proficiency in scripting languages (e.g., JavaScript, Python) and data formats (JSON, XML)
Familiarity with third-party systems (PCIPal, Authorize.net, etc.) and their integration points
Excellent problem-solving skills and attention to detail
Strong communication and collaboration abilities
Preferred
NICE CXone certifications (e.g., Certified Implementation Engineer)
Experience with cloud telephony platforms (RingCentral, Microsoft Teams Voice)
Knowledge of security and compliance standards in contact center environments
Experience with cloud infrastructure (AWS, Azure)
Experience with automation tools and CI/CD pipelines
Benefits
Competitive compensation
Healthcare benefits package that begins on first day of employment
401K retirement plan with company match
Enjoy generous paid time off to support your work-life balance plus 9 ½ paid holidays
Up to 6 weeks of parental and bonding leave
Hybrid work schedule (3 days in the office, 2 days from home)
Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation)
Tuition reimbursement after 6 months of employment
Numerous opportunities for continued training and career advancement
And much more!
Company
Berkshire Hathaway GUARD Insurance Companies
Berkshire Hathaway GUARD Insurance Companies offers property, casualty and commercial insurance solutions.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Carl Witkowski
Chief Operating Officer
Lyle Hitt
Chief Insurance Officer and Executive Vice President
Recent News
Business Wire
2025-08-13
Coverager - Insurance news and insights
2024-12-10
Morningstar, Inc.
2024-11-26
Company data provided by crunchbase