Call Center Engineer Onsite in Columbus OH

Position: NICE Call Center Engineer Contract to Hire Job Onsite in Columbus OH

NICE Call Center Engineer Contract to Hire Job Onsite in Columbus OH

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Onsite role - must live in Columbus or surrounding area. 6 month contract to hire.

Looking for someone with Call Center Service Desk experience.

Job Summary

The NICE Call Center Engineer is responsible for the design, implementation, support, and optimization of NICE contact center solutions. This role combines hands‑on technical engineering with service desk support, ensuring reliable call center operations and excellent end‑user support. The engineer works closely with IT, operations, and business stakeholders to maintain high availability, performance, and compliance of call center systems.

Key Responsibilities

• Configure, administer, and support NICE contact center solutions (e.g., NICE CXone, NICE Engage, NICE IEX, NICE Quality Management).
• Manage call flows, IVR scripts, routing strategies, queues, and agent profiles.
• Monitor system performance, capacity, and availability; proactively address issues.
• Implement upgrades, patches, and configuration changes in line with change management processes.
• Integrate NICE solutions with telephony, CRM, and workforce management systems.

Service Desk & Operational Support

• Provide Tier 2/3 service desk support for call center agents, supervisors, and managers.
• Troubleshoot call quality, login, routing, recording, and reporting issues.
• Respond to incidents and service requests, meeting defined SLAs.
• Perform root cause analysis and implement permanent fixes.
• Escalate and coordinate with vendors and internal teams when required.

Monitoring, Reporting & Quality

• Support call recording, quality management, and compliance requirements.
• Assist with reporting, dashboards, and performance metrics.
• Ensure data integrity and adherence to security and regulatory standards.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Participate in system testing, UAT, and production rollouts.
• Provide technical guidance and training to service desk staff and contact center users.
• Collaborate with network, telecom, and application teams.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• 2–5+ years of experience supporting contact center environments.
• Hands‑on experience with NICE contact center platforms (CXone or similar).
• Experience working in a Call Center Service Desk or IT support role.
• Strong troubleshooting skills in VoIP, call routing, and agent desktop issues.

Technical Skills

• NICE CXone (ACD, IVR, QM, WFM, Analytics preferred)
• Call center telephony concepts (SIP, VoIP, softphones)
• Ticketing systems and ITIL-based service desk processes
• CRM integrations (Salesforce, Dynamics, or similar – a plus)
• SQL, reporting tools, or scripting (nice to have)
• Windows OS, basic networking, and cloud-based systems

Soft Skills

• Strong communication and customer service skills
• Ability to work in a fast‑paced, 24/7 support environment
• Excellent problem‑solving and analytical abilities
  
  Ability to prioritize and manage multiple issues simultaneously
• Team‑oriented with a proactive mindset

Preferred Certifications (Nice to Have)

• NICE CXone Certification
• ITIL Foundation
• Contact Center or VoIP-related certifications

Seniority level

• Mid‑Senior level

Employment type

• Contract

Job function

• Information Technology
• Technology, Information and Media

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