Contact Center - Technology Consultant

Job Description

Job Description

Contact Center Technology Consultant (NICE CXone)

About the Role

Voxai Solutions, Inc. in Coppell, TX is seeking an in-person Contact Center Technology Consultant with hands-on experience in NICE CXone to support and enhance modern, cloud-based customer engagement platforms. This role is ideal for someone who enjoys solving technical challenges, improving system performance, and working directly with advanced contact center technologies including AI, IVR, and omnichannel solutions.

You will play a key role in day-to-day system support, configuration, and optimization , while contributing to ongoing platform improvements and new feature deployments.

We apply purpose-driven digital strategy and tailor-made CX solutions powered by Genesys products to elevate your brand.

Voxai is the partner for brands looking to embrace a customer-first and digital-first mindset. We exist to empower clients to own experiences that satisfy unmet customer needs. We help our clients reimagine their contact center to serve customers and employees better and provide sustainable growth through new experiences.

• Perform hands-on configuration within NICE CXone , including call flows, routing, and platform enhancements

• Provide ongoing support, maintenance, and optimization of enterprise contact center platforms

• Build and maintain IVR workflows, dialog flows, and self-service automation

• Support AI-driven customer engagement tools , including chatbots and virtual assistants

• Troubleshoot system issues, analyze root causes, and resolve or escalate as needed

• Monitor platform performance and recommend improvements to enhance customer experience

• Collaborate with internal teams and stakeholders on system updates and enhancements

• Assist in implementing new features, integrations, and platform updates

• Direct, hands-on experience with NICE CXone (NICE inContact) – this is required

• 2+ years working with contact center platforms (NICE, Genesys, Cisco, Avaya, etc.)

• Experience configuring call routing, skill-based routing, and contact flows

• Familiarity with IVR systems, voice platforms, and digital channels (chat, messaging, etc.)

• Understanding of CTI (Computer Telephony Integration) concepts

• Exposure to AI/self-service tools and chatbot technologies

• Basic knowledge of JavaScript, HTML, or web-based technologies is a plus

• Strong troubleshooting, analytical, and communication skills

• Experience working in cloud-based contact center environments (CCaaS)

• Experience with Cognigy or similar conversational AI platforms

• Background in contact center analytics, reporting, or workforce optimization tools

• Bachelor’s degree in Information Technology, Computer Science, or related field

• Equivalent hands-on experience will also be considered

• Competitive compensation and growth opportunities

• 401(k) with company match

• Medical, dental, and vision coverage

• Health Savings Account (HSA)

• Generous paid time off

• Employee referral incentives