Senior Voice Engineer

Job not on LinkedIn

November 22

🏈 Ohio – Remote

Although this job is listed in Ohio, this company may be open to hiring remote in other states.

💵 $100.5k - $130k / year

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

🦅 H1B Visa Sponsor

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EVERSANA

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Healthcare Insurance • Pharmaceuticals

EVERSANA is a comprehensive service provider focused on integrated commercial solutions for the life sciences industry. The company offers a wide range of services including advisory and management consulting, regulatory consulting, patient services, market access strategies, pricing and revenue management, medical affairs, and digital transformation. EVERSANA is known for its expertise in drug commercialization, enabling companies to effectively launch and manage pharmaceutical products. With a platform powered by data and analytics, EVERSANA addresses challenges related to drug pricing, market access, patient adherence, and product delivery, helping companies optimize their commercial strategies and enhance patient outcomes. The company emphasizes innovation and has been recognized for its use of AI and data analytics within the life sciences sector.

5001 - 10000 employees

⚕️ Healthcare Insurance

💊 Pharmaceuticals

📋 Description

• Design, configure, and optimize contact center solutions on the NICE CXone platform to meet business needs. • Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools on NICE CXone. • Customize platform features for improved efficiency, customer satisfaction, and operational effectiveness. • Leverage AI-based routing, real-time analytics, and automation features to enhance agent performance and customer experience. • Provide technical support for the NICE CXone platform, addressing issues related to system configurations, integrations, and call flow designs. • Work closely with business leaders to understand requirements, identify opportunities for improvement, and drive the configuration of the NICE CXone platform accordingly.

🎯 Requirements

• Strong technical understanding of contact center operations, including ACD, IVR, call routing, and reporting. • Familiarity with scripting, SQL, or other tools to support system configurations and integrations. • Proven experience with configuring and managing NICE CXone or similar CCaaS platforms. • Experience with RESTful APIs, automation frameworks (e.g., NICE Enlighten, Studio scripting, Power Automate, or MuleSoft), and AI/ML-powered CX features is strongly preferred. • Experience with migration projects from Cisco platforms to cloud-based solutions is a plus. • Expertise in integrating contact center solutions with Salesforce CRM (experience with APIs and data flows is preferred). • Excellent problem-solving skills, with the ability to troubleshoot and resolve complex technical issues. • Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options