Unified Communications Call Center Engineer at Osu

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Job Title:

Unified Communications Call Center Engineer

Department:

Health System Shared Services | Technology Deployment

Position Summary

The NICE CXone Engineer / Scripter is responsible for configuring, developing, and supporting NICE CXone contact center solutions, with a primary focus on scripting, call flow design, and system optimization. This role works closely with business and technical teams to ensure efficient routing, high system performance, and a seamless customer experience.

MINIMUM REQUIRED QUALIFICATIONS

Bachelor's degree or equivalent experience. Advanced degree in relevant field may be desirable.
4+ years of experience with contact center technologies (NICE CXone preferred)
Hands-on experience with CXone Studio scripting (IVR / ACD call flows)
Strong troubleshooting and analytical skills
Understanding of call routing, telephony concepts, and contact center operations
Ability to translate business requirements into technical solutions

Additional Information:

Preferred Qualifications

Experience with APIs, web services, and integrations (REST/SOAP)
Familiarity with scripting or programming (JavaScript, JSON, SQL)
Experience supporting cloud-based platforms (Azure preferred)
Exposure to WFM, analytics, or digital channels (chat, email, SMS)

Location:

Remote Location

Position Type:

Regular

Scheduled Hours:

Shift:

First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

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The university is an equal opportunity employer, including veterans and disability.