Hub Success Engineer
Hugging Face
CloudJavaScriptNode.jsPythonTypeScript
Principal Voice Engineer
Capital Blue Cross
full-time
Posted on:
Location Type: Remote
Location: Remote • Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $83,800 - $157,890 per year
Job Level
Lead
Tech Stack
DNSSDLCServiceNow
About the role
- Lead administration and support of the Microsoft Teams platform, including phone systems, Teams Rooms, webinars, video conference solutions, and licensing management.
- Manage the NICE inContact CCaaS platform (CXone Suite), overseeing daily support, account/skill configuration, reporting, workforce management, and mentoring junior engineers in troubleshooting efforts.
- Administer ServiceNow tasks such as account provisioning, phone number assignments, call recording requests, and agent management.
- Ensure compliance with SDLC, incident/problem management, and change control requirements; monitor daily operations to maintain system availability and performance.
- Partner with vendors (e.g., Language Line, Hamilton Relay) and internal teams to support audits, interpreter services, and IVR operations.
- Evaluate new product offerings, lead proof-of-concept initiatives, and represent Voice Services on high-impact projects.
Requirements
- 7 plus years experience in the development, administration, and maintenance of voice networks and call center design.
- Must demonstrate technical savvy in multiple areas of department with the management of CCaaS client software package deployments, maintenance, and functions that have high impact to our department
- Expert knowledge of ACD configurations, skill-based routing, and reporting, preferably with the NICE inContact suite of products
- Expert knowledge of installation, configuration, and routine maintenance/upgrades of NICE CXone Agent softphone client, QM screen recording agent, and IEX Workforce Management client
- Expert knowledge of Microsoft Teams environment including phone system, operator connect, webinars, auto attendants, call queues, and delegation
- Comprehensive understanding of protocols and technologies including: analog and digital voice circuits, SIP, H323, MPLS, DHCP, DNS, PoE
- Ability to satisfactorily adjust to changing requirements, priorities and to perform assigned tasks with a minimum of direct supervision.
Benefits
- Medical, Dental & Vision coverage
- Retirement Plan
- Generous time off including Paid Time Off
- Paid Holidays
- Volunteer time off
- An Incentive Plan
- Tuition Reimbursement
- Comprehensive benefits packaging
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
voice networkscall center designCCaaSACD configurationsskill-based routingNICE inContactNICE CXone Agent softphone clientQM screen recording agentIEX Workforce Management clientMicrosoft Teams
Soft skills
technical savvymentoringtroubleshootingadaptabilityprioritizationindependent work
