Senior CXOne Engineer

Company Description Insite Managed Solutions, founded in 2007, is a management consulting firm specializing in customer experience, contact center management, operational analytics, and technology solutions. The company’s Human Operations® experts collaborate closely with clients to identify revenue opportunities, reduce costs, and enhance end-to-end customer and employee experiences. Insite uses a data-driven, analytics-based approach to deliver tailored, actionable recommendations and supports implementation to ensure lasting business impact. Focused on enablement rather than one-time consultation, Insite helps organizations become more efficient, productive, and proactive. Its professional services span customer journey mapping, employee experience strategy, outsourcing and vendor management, data analytics, corporate coaching, operational transformation, site benchmarking, and AI and technology solutions.
Role Description The Senior CXOne Engineer is a full-time remote role responsible for designing, configuring, and optimizing NICE CXOne (or similar contact center platforms) to support client customer experience and contact center strategies. Day-to-day tasks include performing system analysis, implementing routing and IVR workflows, integrating CXOne with CRM and other enterprise tools, and monitoring performance to ensure high availability and reliability. This role partners with consultants, data analysts, and client stakeholders to translate business requirements into scalable technical solutions, document configurations, and support change management and training. The Senior CXOne Engineer will troubleshoot complex issues, coordinate releases and upgrades, maintain security and compliance standards, and help drive continuous improvement through automation and analytics. The role also involves contributing to best practices, mentoring team members, and supporting pre-sales or technical discovery as needed.
Qualifications

• Strong contact center technology skills, including experience with NICE CXOne or similar cloud contact center platforms, IVR design, ACD, dialer, and omnichannel routing.
• Systems integration and technical skills, such as APIs, web services, data flows between CXOne and CRM/ERP tools, and basic scripting or automation capabilities.
• Customer experience and operations skills, including knowledge of contact center workflows, workforce management concepts, quality monitoring, and customer journey mapping.
• Analytics and reporting skills, including the ability to interpret performance data, build dashboards or reports, and use metrics to optimize configurations and processes.
• Project and collaboration skills, such as managing technical tasks, coordinating with cross-functional teams, documenting solutions, and communicating clearly with technical and non-technical stakeholders.
• Beneficial qualifications: prior consulting or professional services experience, familiarity with AI-driven CX tools, understanding of security and compliance in cloud environments, and experience in training or mentoring technical peers.
• Education and experience: several years of hands-on experience in CXOne or comparable platforms in a senior or lead role; a bachelor’s degree in Computer Science, Information Systems,