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The Ohio State University, Main Campus

Senior Unified Communications Call Center Engineer

The Ohio State University, Main Campus

Senior Engineer responsible for NICE CXone contact center solutions. Focus on scripting, automation, and workflow optimization for enhanced customer experience and operational efficiency.

Posted 6/16/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies
CloudSOAP

About the role

Key responsibilities & impact
  • Responsible for the design, development, implementation, and ongoing support of NICE CXone contact center solutions.
  • Focuses heavily on scripting, automation, and workflow optimization to enhance customer experience, operational efficiency, and system reliability.
  • Serves as a technical lead and subject matter expert for CXone platform capabilities.

Requirements

What you’ll need
  • Bachelor's degree or equivalent experience.
  • 6+ years of experience in contact center technologies (NICE CXone preferred)
  • Strong experience with CXone Studio scripting (IVR / ACD flows)
  • Experience with APIs, web services, and integrations (REST/SOAP)
  • Strong troubleshooting and root cause analysis skills
  • Experience with call routing, telephony concepts, and cloud contact center architecture
  • Ability to translate business requirements into technical solutions.

Benefits

Comp & perks
  • Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
  • Paid time off, including sick and vacation time and 11 holidays.
  • State retirement plan or an alternative retirement plan, both with generous employer contributions.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
CXone Studio scriptingIVR flowsACD flowsAPIsweb servicesRESTSOAPtroubleshootingroot cause analysiscloud contact center architecture
Soft Skills
technical leadsubject matter expertcustomer experience enhancementoperational efficiencysystem reliabilitybusiness requirements translation
Certifications
Bachelor's degree