Sr. Voice Engineer

Sr. Voice Engineer

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We're fueled by our vision to create a healthier world. Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

As a Senior Voice Engineer (NICE CXone Platforms), you will play a pivotal role in configuring and optimizing NICE CXone solutions to meet business requirements. You will work closely with stakeholders, the architecture team, and IT staff to ensure the platform's smooth deployment, integration, and performance. This position requires leveraging AI-driven tools, workflow automation, and API integrations within NICE CXone to enhance contact center intelligence, efficiency, and scalability.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

1. CCaaS Platform Configuration & Design

• Design, configure, and optimize contact center solutions on the NICE CXone platform to meet business needs.
• Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools on NICE CXone.
• Customize platform features for improved efficiency, customer satisfaction, and operational effectiveness.
• Leverage AI-based routing, real-time analytics, and automation features to enhance agent performance and customer experience.
• Utilize NICE CXone APIs and integration frameworks to build automated workflows and data exchanges with external systems.

2. Migration & Integration Support

• Lead and support the migration process from existing Cisco platforms to NICE CXone, ensuring minimal disruption and a seamless transition.
• Work with cross-functional teams to integrate NICE CXone with Salesforce CRM, ensuring data synchronization, customer case management, and enhanced reporting capabilities.
• Collaborate on API-based integrations between NICE CXone and enterprise systems (CRM, ERP, WFM, or analytics platforms) to improve automation and data visibility.

3. Call Flow Optimization

• Design and build ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) call flows on the NICE CXone platform to improve routing efficiency and customer experience.
• Continuously optimize existing call flows for improved performance, reduced wait times, and better overall customer service.
• Implement AI-assisted virtual agents, sentiment analysis, and intelligent call routing to deliver smarter and more adaptive customer journeys.
• Automate repetitive routing logic and reporting tasks through scripting and API-triggered workflows.

4. Technical Support & Troubleshooting

• Provide technical support for the NICE CXone platform, addressing issues related to system configurations, integrations, and call flow designs.
• Troubleshoot and resolve technical issues in real-time, collaborating with internal teams and vendors as needed.
• Utilize system diagnostics, API logs, and AI-driven monitoring tools to proactively identify and remediate configuration or performance issues.

5. Collaboration & Stakeholder Management

• Work closely with business leaders to understand requirements, identify opportunities for improvement, and drive the configuration of the NICE CXone platform accordingly.
• Collaborate with the architecture team to ensure all designs and deployments adhere to industry standards and best practices.
• Partner with automation architects and data engineers to design scalable, API-first solutions that align with enterprise automation strategy.

6. Continuous Improvement

• Stay up-to-date with the latest NICE CXone updates, best practices, and industry trends to ensure our solutions are cutting-edge.
• Recommend and implement improvements to existing configurations based on performance data, business needs, and technological advancements.
• Explore and pilot new AI, machine learning, and automation capabilities released by NICE and third-party integrations to drive continuous innovation.

7. Documentation & Compliance

• Document all configurations, system changes, and deployment processes to ensure compliance and maintain a clear record of system setups.
• Ensure adherence to security and operational standards during all configuration and integration activities.
• Maintain documentation for API mappings, automation scripts, and AI model configurations to ensure reproducibility and governance.

8. Client Training & Support

• Provide training and support to clients, helping them optimize their use of the NICE CXone platform and integrated systems.
• Offer ongoing technical assistance as needed, assisting with system adjustments and addressing client queries or issues.
• Develop educational materials around AI-enabled features, automation best practices, and API utilization to help clients maximize platform ROI.

9. Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

10. All other duties as assigned.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Strong technical understanding of contact center operations, including ACD, IVR, call routing, and reporting.
• Familiarity with scripting, SQL, or other tools to support system configurations and integrations.
• Proven experience with configuring and managing NICE CXone or similar CCaaS platforms.
• Experience with RESTful APIs, automation frameworks (e.g., NICE Enlighten, Studio scripting, Power Automate, or MuleSoft), and AI/ML-powered CX features is strongly preferred.

PREFERRED QUALIFICATIONS:

Experience with migration projects from Cisco platforms to cloud-based solutions is a plus.

• Expertise in integrating contact center solutions with Salesforce CRM (experience with APIs and data flows is preferred).
• Excellent problem-solving skills, with the ability to troubleshoot and resolve complex technical issues.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.

EXPECTATIONS OF THE JOB:

• Travel (less than 10%)
• Hours (Approx. 40 hours per week, Monday - Friday)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position. An individual in this position must be able to successfully perform the expectations listed above.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.