Zelis is modernizing the healthcare financial experience and needs to enhance and optimize its NICE CXOne and Microsoft Teams Voice environments to deliver seamless communication tools that power user productivity and customer engagement.
Requirements
- 2+ years hands-on experience with NICE CXOne (InContact), including Studio scripting, routing logic, IVR development, and reporting.
- Solid experience with Microsoft Teams Voice and VoIP-based unified communication environments.
- Proficiency in building or managing REST API integrations, especially with CRMs like Salesforce.
- Demonstrated ability to own platform administration and evolution, not just provide support.
- Experience working in cloud-first, distributed team environments.
- Experience with RingCentral, Google Dialogflow, Amazon Lex, or other CCaaS/UCaaS platforms preferred.
- Familiarity with JIRA, Smartsheet, Visio, and process documentation preferred.
Responsibilities
- Serve as the primary engineer and internal expert on NICE CXOne Contact Center and Microsoft Teams Voice platforms.
- Design, implement, and maintain call flows, Studio scripts, IVR configurations, and Workforce Management schedules.
- Build and maintain REST API integrations, particularly those connecting CXOne with Salesforce and other CRMs.
- Provide level 2/3 technical troubleshooting and support for voice and contact center applications, ensuring high system reliability and user satisfaction.
- Monitor system performance and proactively identify opportunities for optimization and automation.
- Support additional UC tools such as E-Faxing, voicemail routing, and compliance-related features.
- Collaborate with business stakeholders to understand communication challenges and deliver solutions aligned with operational goals.
Other
- Strong communication skills and comfort engaging with non-technical stakeholders.
- Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.
