Voice Engineer (250547)

All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.

Job Summary The Voice Engineer - CXone position is an opportunity for an individual with prior, hands-on experience working with NICE CXone IVR. We are looking for an experienced CXone Developer to assist in a new implementation of CXone. Our Telecom Specialists work within a group of highly motivated Information Technology professionals committed to keeping Consumer Cellular #1.

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite.

Responsibilities

Nice Studio Scripting, integrating into custom CRM, develop documentation. Create, maintain, and update CXone IVR scripts/code using CXone Studio and Snippets. Support the integration of CXone technology including screen-pops and omnichannel routing of voice, email and chat via web services. Vast understanding of Contact Center Operations including inbound voice (tollfree networks/SIP/IVR/ACD), digital channels including email/chat/SMS/social/AI, reporting, workforce management, contact center reporting, and analytics, leveraging APIs and integrations across the enterprise. This position will focus on the development of CXone to include configuring agents, skills, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platform. This position serves in a lead implementation role, assisting and mentoring other implementation personnel. Works with business customers, analysts, and team members to understand requirements. Experience with integration requirements and building integration services (API, URL calls, etc.). Trouble-shooting problems during the configuration or go-live stages of implementation. Implementation of NICE CXone advanced services (i.e., Personal Connection, Expert, Chat, Attendant, etc.). Administration & implementation tasks associated with implementing and maintaining our NICE CXone solution. Create, maintain, and update the CXone applications used for call and screen recordings including Central, QM, WFM, Reporting, and Speech Analytics. Analyzes, diagnoses, and resolves application problems related to NICE CXone contact center technology. Where necessary, work with the CXone team for follow-up and prompt resolution.

#TECH2025

Required Competencies

At least five years supporting NICE CXone or NICE InContact.

Ability to manage projects independently with limited supervision. Bachelor’s degree or equivalent in experience.

General knowledge of Microsoft Office product suite.

Experience with Alvaria (Aspect) WFM a plus. Excellent interpersonal and communication skills (verbal & written).

About Consumer Cellular Consumer Cellular is the top-rated wireless provider that provides cell phones and no-contract service plans primarily to those 50+. Founded over 25 years ago on the belief that everyone should have affordable access to the safety and convenience of cellular service, they have become well known for their 100% U.S.-based, award-winning customer support. In 2024, the company was also ranked #1 in network coverage and customer satisfaction among wireless carriers from ACSI. Based on 2024 ACSI® Survey of customers rating their own Wireless Service Provider. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC. Learn more at theacsi.org. Additionally, the company has been ranked on the Inc. 5000 list 12 times. The company has been an approved AARP Provider for over 14 years and offers AARP members exclusive discounts on service. The Scottsdale, AZ. based company is privately held with 2985 employees and utilizes the nation's largest voice and data networks, which cover 99 percent of the U.S. population. Consumer Cellular's wireless phones and plans are sold nationwide at leading retailers such as Target and Walmart, as well as directly to consumers at ConsumerCellular.com or (888) 345-5509. For cellphone tutorials, features, applications, and company news, connect with Consumer Cellular on Facebook, Instagram, and Youtube.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

Minimum Salary: $111,300 Maximum Salary: $161,700

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

Competitive base pay with potential for shift differential, overtime and bonus pay Medical insurance (98% company-paid for full-time employee only coverage) Dental and Vision insurance (100% company-paid for full-time employee only coverage) 401(k) company match of 100% up to 6% of your pay Discounted Consumer Cellular wireless phone plan for employees Paid Time Off (PTO) available following a 30-day waiting period* 6 company-paid holidays plus 16 hours of floating holiday accrual per year Flexible Spending Accounts (FSA) for health care and dependent care expenses Life and AD&D insurance equal to 1x your annual earnings (100% company-paid) Long-Term Disability insurance (100% company-paid) Employee Assistance Program (100% company-paid) Education reimbursement Employee rewards program

*Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.

Pre-employment background check and drug screen is required.

Primary Location: United States-Arizona-Scottsdale 9363 E Bahia Dr 9363 E Bahia Dr Scottsdale 85260 Job: Information Technology Schedule: Full-time Travel: No Job Posting: Aug 13, 2025 Unposting Date: Aug 28, 2025