Configure, develop, maintain, and troubleshoot NICE CXone contact center environments, including IVR, ACD, call routing, auto dialers, workforce management, and interaction analytics. Integrate CXone with other systems, optimize multiple business units, support contact center teams, resolve service issues, implement new features, and monitor system performance, availability, and reliability.
About Vimo:
Vimo is a national leader in state-based health insurance exchanges and safety-net transformations. We partner with state agencies across the country to expand access to affordable health coverage and modernize the delivery of essential human services, including Medicaid, SNAP, TANF, child care, child support, child welfare, and unemployment insurance. Our enterprise-grade SaaS platforms power mission-critical systems that serve millions of people every day. By combining cutting-edge technology with process optimization, we help states deliver vital public benefits efficiently, securely, and at scale.
At Vimo, we create practical, real-world solutions that make a measurable difference in people’s lives. If you’re driven by meaningful, high-impact work at the intersection of technology and public service, Vimo may be the place for you.
Information and Data Security Protection:
- This role may involve access to sensitive or regulated information. The candidate is expected to handle all data in accordance with company security, privacy, and data protection policies.
- Compliance with access control, data classification, and applicable legal and regulatory requirements is required.
Our Values:
- We believe that working hard, when it is imbued with purpose, can and should be fun.
- You’ll find we are a “can do” place where people work together and roll up their sleeves to get the job done.
- Everyone has a voice; everyone’s ideas count, and everyone is respected.
- We have built a company, as well as a community of friends and colleagues, with respect for each other.
What You'll Do:
- Work cross functionally with the contact center team to configure, develop, maintain, and troubleshoot multiple Business Units (BUs) in NICE CXone
- Design and implement IVR, call routing across all communication channels based on business requirements
- Manage multiple NICE BUs and provide periodic updates to customers and contact center management. Fine tune configurations per business needs
- Ensure the smooth operation of telephony services and integrations with other systems
- Provide technical support and troubleshooting assistance as needed to the contact center and other technical teams
- Collaborate with cross-functional teams to design and implement new features
- Troubleshoot and resolve issues related to the contact center services
- Monitor system performance and ensure high availability and reliability
What We're Looking For:
- Bachelor’s in Information Technology / Computer Science or a related field or equivalent experience
- At least 4 years’ experience in working with NICE InContact / NICE CXone including ACD, IVR, Auto Dialer, Omnichannel, WFM, Interaction Analytics
- Experience in scripting with NICE CXOne Studio
- Experience with some other scripting language such as Perl, Python, bash, etc.
- Experience in integrating CXone with other systems
- Solid understanding of configuring an end-to-end contact center solution
- Knowledge of some other Contact Center as Service (CCaS) solution such as Amazon Connect will be a strong asset
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