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.
About Voxai SolutionsWe 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.
What You’ll DoPerform 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
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