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About Vheda Health

Vheda Health is a leader in virtual health engagement, dedicated to improving health equity for underserved populations. With over 10 years of experience and a strong national presence, our turnkey chronic care programs provide simple access to care from anywhere, helping health plans deliver better outcomes for their members.

We're Hiring a Nice CXone Engineer to Join Our Team!

The NICE CXone Engineer is responsible for the configuration, administration, optimization, and ongoing support of the NICE CXone contact center platform. This role ensures stable operations, secure integrations, regulatory compliance, and continuous improvement across voice, digital, analytics, and workforce engagement capabilities.
The Engineer partners closely with IT, Analytics, Member Experience, Compliance, and external vendors to support mission‑critical communication workflows while maintaining HIPAA‑aligned controls and audit readiness

Key Responsibilities

NICE CXone Platform Administration
Configure, maintain, and optimize NICE CXone modules including Voice, ACD, Studio call flows, and agent skill routing
Administer user accounts, roles, permissions, queues, skills, and routing profiles
Support WebRTC / softphone configurations and endpoint troubleshooting
Manage platform upgrades, patches, and feature enablement

Call Flow & Studio Configuration

Design, implement, and maintain Studio scripts for inbound and outbound call routing
Support CRM‑driven ScreenPop and call disposition workflows
Troubleshoot IVR logic, call failures, latency, and routing issues

Analytics & Reporting Support

Support NICE CXone Interaction Analytics configuration and data validation
Partner with Analytics teams to enable dashboards, KPI tracking, and operational reporting
Assist in agent attribute management, data tagging, and analytics permissions

Integrations & Systems Support

Support integrations between NICE CXone and CRM, and internal systems (APIs, SSO, user provisioning)
Coordinate with vendors and internal developers on integration troubleshooting and enhancements
Maintain documentation for workflows, configurations, and dependencies

Compliance, Security & Audit Readiness

Ensure NICE CXone configurations align with HIPAA, data privacy, and internal security policies
Enforce role‑based access controls (RBAC) and audit logging
Support compliance reviews, internal audits, and external assessments
Maintain SOPs, configuration documentation, and change management artifacts

Operations & Support

Provide Tier 2/3 support for NICE CXone issues
Support training efforts for administrators, supervisors, and agents
Participate in incident response, root cause analysis, and platform stabilization efforts
Coordinate with NICE Professional Services as needed

Required Qualifications

3+ years experience administering NICE CXone or comparable enterprise contact center platforms
Hands‑on experience with:
- NICE CXone Voice / ACD
- Studio call routing
- WebRTC / softphone environments
- Contact center analytics or reporting
Strong understanding of call center operations and agent workflows
Experience supporting production systems in regulated environments
Ability to troubleshoot complex technical issues across multiple systems

Additional Preferred Skills

NICE CXone certifications or NICE admin training
Experience with Interaction Analytics and Quality Management
Experience supporting HIPAA‑regulated or healthcare environments
Experience working with Power BI or downstream reporting tools

Why Join Vheda Health?

At Vheda Health, we invest in our team's wellbeing with a comprehensive benefits package:

·Compensation: Competitive salary within the published range plus performance bonus and equity opportunities

·Healthcare: Comprehensive medical, dental, and vision coverage

·Financial Security: 401(k) retirement plan, voluntary life insurance, short and long-term disability

·Work-Life Balance: Unlimited paid time off and 12 paid company holidays

·Community: Engaging team events and activities throughout the year

Base salary range: $100,000–$127,000 per year

The pay range for this role is:
100,000 - 127,000 USD per year(United States)

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Vheda Health

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