Workforce Management Engineer

Overview

Remote
Accepts corp to corp applications
Contract - Independent

Skills

KAFKA
azure
WFM
NICE CXOne

Job Details

Job Title: Voice Recording & Workforce Management Engineer

Location: Remote, Canada

We are seeking a Voice Recording & WFM Engineer with expertise in NICE CXone WFM Suite, NICE recording solutions, and Azure cloud technologies. The ideal candidate will have experience in the installation, configuration, and maintenance of voice recording systems, along with strong skills in Azure ADB, Kafka, Salt programming, and Nuance Gatekeeper API/data structures.

Key Responsibilities:
  • Install, configure, and maintain NICE recording solutions and NICE CXone Workforce Management (WFM) Suite.
  • Design and implement Azure-based solutions, including Azure ADB, Kafka, and Nuance Gatekeeper API integrations.
  • Troubleshoot and optimize voice recording platforms, ensuring compliance with security and regulatory standards (PCI-DSS, GDPR, etc.).
  • Develop and maintain automation scripts using Salt programming for system deployment and management.
  • Integrate and manage data structures for seamless connectivity between NICE solutions and Azure cloud services.
  • Perform system health checks, upgrades, and performance tuning for NICE CXone and voice recording infrastructure.
  • Collaborate with IT, security, and telephony teams to ensure optimal system performance and reliability.
  • Provide end-user training and documentation on NICE CXone WFM Suite and recording functionalities.
Required Skills & Qualifications:
  • 3+ years of experience working with NICE recording solutions and CXone WFM Suite.
  • Strong expertise in configuring, installing, and troubleshooting voice recording platforms.
  • Hands-on experience with Azure services, including Azure ADB, Kafka, and Nuance Gatekeeper API.
  • Proficiency in Salt programming for automation and configuration management.
  • Solid understanding of VoIP, SIP, PBX, and telephony integrations.
  • Experience with SQL databases, server administration, and networking related to voice recording solutions.
  • Familiarity with compliance requirements such as PCI-DSS, GDPR, and industry-specific recording policies.
Preferred Qualifications:
  • Certifications in NICE CXone, Azure, or voice recording technologies.
  • Experience with cloud-based or hybrid recording solutions.
  • Knowledge of data structures and API integration for Azure-based solutions.
  • Scripting skills in Python, PowerShell, or similar languages for automation.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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