Senior Engineer, NICE CXone

Description

Enphase Energy is a global energy technology company and a leading provider of solar battery and electric vehicle charging products. Founded in 2006 our innovative microinverter technology revolutionized solar power making it a safer more reliable and scalable energy source. Today the Enphase Energy System enables users to make use save and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world with more than 80 million products shipped across 160 countries.

Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future!This role at Enphase requires working onsite 3 days a week with plans to transition back to a full 5 day in office schedule over time.About the RoleJoin Enphase Energy as a Senior Engineer specializing in NICE CXone where you will design implement and optimize modern contact center solutions. This role focuses on enhancing customer experience through dialer IVR and AI-powered capabilities while building scalable integrations with enterprise systems like Salesforce. You will play a key role in driving innovation automation and operational efficiency across inbound and outbound contact center environments.What You Will Be Doing

• Design configure and support NICE CXone Dialer campaigns (Predictive Progressive Preview Agentless)
• Develop and enhance IVR workflows using NICE CXone Studio for self-service and intelligent routing
• Manage skills queues and routing strategies to optimize contact center operations
• Build and maintain integrations with Salesforce and enterprise systems (APIs CTI workflows)
• Configure and support AI capabilities such as Agent Assist Interaction Analytics and intelligent routing
• Monitor system performance troubleshoot issues and ensure high availability of contact center services
• Analyze KPIs and recommend automation and performance improvements to enhance CX and agent productivity

Who You Are & What You Bring

• 3 years of hands-on experience 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

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1