Job Summary:
The CXOne Platform Engineer will be involved in all aspects of Cloud technology for the Contact Center including but not limited to: design and development of products, features, unit testing, code reviews and resolving bugs that are discovered in the QA process. This Engineer will work in both test and development production environments and be responsible for creating and implementing change control tickets.
Competitive salary with full benefits (medical, dental, vision, 401k, flex time off, and more.)
Occasional after-hours, weekend, and holiday work may be required in this role.
Roles and Responsibilities:
-Design, implement, and maintain a modern, cloud native application and platform
-Improve and uphold technical standards for development and operations. This includes coding standards and department best practices.
-Pilot new technologies and adopt emerging ideas from the industry.
-Design, and implement scalable NICE CXone solutions including ACD, IVR, Auto Dialer, OMNI Channel, CXOne Studio, Interaction Analytics, WFM, CRM Integrations, Live Vox dialer, Medallia surveys and Auto Attendant.
-Hands on experience with developing custom scripts and integrations using NICE CXone Studio.
-Build, test, and troubleshoot API-based integrations and web services.
-Program using languages such as C#, C++, Java, JavaScript, and Python to enhance NICE CXone solutions.
-Conduct Unit/system testing and validation to ensure performance, scalability, and reliability.
-Lead discovery sessions with internal and external stakeholders, translating business needs into technical solutions.
-Present technical solutions, value propositions, and demo experiences to executive stakeholders.
Required Skills and Abilities:
-API & Integration Experience: Ability to consume and develop APIs to connect the contact center with backend systems.
-Knowledge of contact center KPIs, workforce optimization, AI/IVR integrations, and quality management tools.
-Experience in business analysis and process optimization within contact center environments.
-Hands-on experience implementing NICE CXone tools, reports, dashboards, training, and call/chat workflows.
-Analytical Skills: Strong ability to translate business requirements into technical features.
-Communication: Comfort in a client-facing or stakeholder-facing role
-Bridge the gap between business requirements and technical execution, focusing on Interactive Voice Response (IVR) systems, omnichannel routing, and backend integrations
-Comprehensive knowledge of contact center operations, IVR architecture design, and workforce management optimization
-At least one or more NICE CXone implementations
Education and Experience:
-5+ years of experience with Nice CXOne omnichannel platform, designing, building, and optimizing cloud-based Contact Center as a Service (CCaaS) solution.
-Education and Experience commensurate with a 2-year degree
Travel Requirements:
None
Skills Required
- 5+ years experience with NICE CXone omnichannel platform, designing, building, and optimizing cloud-based CCaaS solutions
- Hands-on experience implementing NICE CXone tools, reports, dashboards, training, and call/chat workflows
- At least one or more NICE CXone implementations
- Experience developing custom scripts and integrations using CXone Studio
- Ability to consume and develop APIs and web services (REST) for backend integrations
- Programming experience in C#, C++, Java, JavaScript, or Python
- Knowledge of contact center KPIs, workforce optimization (WFM), IVR, omnichannel routing, and quality management tools
- Experience in business analysis, process optimization, and translating business requirements into technical features
- Comfort in client-facing/stakeholder-facing roles and leading discovery sessions
- Experience with integrations involving LiveVox dialer, Medallia surveys, CRM integrations, or similar contact center vendors
- Experience with unit/system testing, validation, and change control processes in test and production environments
- Education and experience commensurate with a 2-year degree
MorganFranklin Consulting Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MorganFranklin Consulting and has not been reviewed or approved by MorganFranklin Consulting.
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Fair & Transparent Compensation — Pay is considered competitive for a mid‑market consultancy, with compensation often characterized as good or comparable relative to expectations. Feedback suggests pay is generally above average within its segment rather than top‑of‑market.
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Healthcare Strength — Health coverage is frequently described as solid, with medical, dental, and vision plans complemented by wellness resources. Feedback suggests healthcare benefits are a relative strength within the overall package.
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Pay Growth & Progression — Compensation shows clear upside with seniority, with wide ranges across levels and materially higher totals at advanced roles. Feedback suggests advancement and strong performance can meaningfully increase total pay.
MorganFranklin Consulting Insights
What We Do
MorganFranklin Consulting is a management advisory firm that works with leading businesses to address complex and transformational finance, technology and business objectives. Areas of expertise include: • Accounting & Risk Advisory • Technology Enablement • Cybersecurity • Transaction Services • Strategic Transformation & Program Execution • Supply Chain Planning MorganFranklin is headquartered in the Washington D.C. area with regional offices in Atlanta, New York, San Francisco, Los Angeles, Raleigh, Nashville and Charlotte. The company supports clients across the globe
