NiCE IVR Telephony Engineer

Requirements:

• Hands-on experience installing and configuring the NiCE CXone Agent for Salesforce managed package in a Lightning Service Console environment
• Ability to build and modify NiCE CXone Studio scripts, including Agent Assist actions, ACD skill setup, and post-contact work and disposition configuration
• Experience administering NiCE CXone Agent Assist Hub, including AutoSummary and Generative AI profile settings
• Strong Salesforce Service Cloud skills, including custom objects and fields, page layouts, flows, call center administration, and Open CTI
• Experience supporting a contact center connector migration or cutover, including testing, rollback planning, and user enablement
• Familiarity with legacy NiCE inContact CTI connector architecture and its differences from the modern CXone Agent Embedded approach
• Preferred: Salesforce Service Cloud certification, such as Service Cloud Consultant
• Preferred: Familiarity with NiCE CXone digital license tier capabilities, including Agent Assist Hub and transcription licensing
• Preferred: Experience in regulated industries with PHI or call recording compliance requirements
• Preferred: Ability to create clear technical documentation and knowledge-transfer materials

Responsibilities:

• Lead the migration of approximately 160 agents from a legacy NiCE inContact CTI adapter to the CXone Agent Embedded connector in Salesforce Lightning Service Console
• Configure and administer NiCE CXone Agent Assist Hub, including AutoSummary profiles and Generative AI mode settings
• Write and update NiCE CXone Studio scripts for inbound and outbound call flows, including Agent Assist actions and ACD skill and disposition configuration
• Install and configure the CXone Agent for Salesforce managed package, including call center definitions, permission sets, and utility bar layout
• Design and build Salesforce Service Cloud components, such as custom objects, fields, page layouts, and flows, to receive and display NiCE data
• Update user profiles and permission sets across both platforms during migration
• Perform end-to-end integration testing, document results, and support user acceptance testing and go-live activities
• Coordinate throughout the engagement with the clients internal NiCE administrator and Salesforce team

Technologies:

• AI
• Cloud
• Embedded
• Support
• Salesforce
• DevOps
• LESS

More

We at Kforce are seeking a NiCE IVR Telephony Engineer for a client in Armonk, New York. This is a hands-on integration consulting engagement supporting the migration of a large contact center team to NiCE CXone Agent Embedded and the configuration of AI-powered transcription and call summaries in Salesforce Service Cloud. The contract is expected to last approximately 4–5 months, with a target start in November 2026. The role is fully remote, with U.S.-based candidates preferred, and follows standard U.S. business hours with flexibility to coordinate across time zones. Eligible employees may receive medical, dental, and vision insurance; HSA and FSA options; 401(k); life, disability, and accidental death and dismemberment insurance; and applicable paid time off or sick leave. This position is not eligible for bonuses, incentives, or commissions. We are an equal opportunity employer.

last updated 44 week of 2026