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About the role
Role Overview: Enphase Energy is seeking a Senior Engineer to specialize in NICE CXone at their company. In this role, you will be responsible for designing, implementing, and optimizing modern contact center solutions to enhance customer experience through dialer, IVR, and AI-powered capabilities. You will also focus on building scalable integrations with enterprise systems like Salesforce to drive innovation, automation, and operational efficiency across inbound and outbound contact center environments. Key Responsibilities: - Designing, configuring, and supporting NICE CXone Dialer campaigns including Predictive, Progressive, Preview, and Agentless - Developing and enhancing IVR workflows using NICE CXone Studio for self-service and intelligent routing - Managing skills, queues, and routing strategies to optimize contact center operations - Building and maintaining integrations with Salesforce and enterprise systems through APIs, CTI, and workflows - Configuring and supporting AI capabilities such as Agent Assist, Interaction Analytics, and intelligent routing - Monitoring system performance, troubleshooting issues, and ensuring high availability of contact center services - Analyzing KPIs and recommending automation and performance improvements to enhance CX and agent productivity Qualifications Required: - Hands-on experience of 3+ years in NICE CXone administration, Dialer, and IVR development - Strong expertise in Salesforce integration, CTI, and API-based integrations (REST/SOAP) - Solid understanding of ACD, routing strategies, and contact center technologies - Experience with AI-driven CX capabilities (Copilot, analytics, virtual agents) is a plus - Exposure to cloud contact center solutions, middleware (e.g., Boomi), and omnichannel platforms - Strong troubleshooting, analytical, and problem-solving skills - Excellent communication skills with the ability to collaborate with business and technical stakeholders Role Overview: Enphase Energy is seeking a Senior Engineer to specialize in NICE CXone at their company. In this role, you will be responsible for designing, implementing, and optimizing modern contact center solutions to enhance customer experience through dialer, IVR, and AI-powered capabilities. You will also focus on building scalable integrations with enterprise systems like Salesforce to drive innovation, automation, and operational efficiency across inbound and outbound contact center environments. Key Responsibilities: - Designing, configuring, and supporting NICE CXone Dialer campaigns including Predictive, Progressive, Preview, and Agentless - Developing and enhancing IVR workflows using NICE CXone Studio for self-service and intelligent routing - Managing skills, queues, and routing strategies to optimize contact center operations - Building and maintaining integrations with Salesforce and enterprise systems through APIs, CTI, and workflows - Configuring and supporting AI capabilities such as Agent Assist, Interaction Analytics, and intelligent routing - Monitoring system performance, troubleshooting issues, and ensuring high availability of contact center services - Analyzing KPIs and recommending automation and performance improvements to enhance CX and agent productivity Qualifications Required: - Hands-on experience of 3+ years in NICE CXone administration, Dialer, and IVR development - Strong expertise in Salesforce integration, CTI, and API-based integrations (REST/SOAP) - Solid understanding of ACD, routing strategies, and contact center technologies - Experience with AI-driven CX capabilities (Copilot, analytics, virtual agents) is a plus - Exposure to cloud contact center solutions, middleware (e.g., Boomi), and omnichannel platforms - Strong troubleshooting, analytical, and problem-solving skills - Excellent communication skills with the ability to collaborate with business and technical stakeholders
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