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Job Title: Senior IVR Engineer NICE CXoneLocation: Vancouver, BC (Remote)Client: Contact Center Technology Healthcare DomainDuration: Full-Time / PermanentNote:We are seeking a highly skilled Senior IVR Engineer with deep expertise in NICE CXone to design, develop, and optimize intelligent voice and digital customer engagement solutions. The ideal candidate will have hands-on experience building omnichannel IVR workflows, integrating AI-driven analytics, and connecting customer experiences across voice, SMS, and digital channels. This role requires strong technical proficiency, integration experience with Salesforce Health Cloud, and a passion for enhancing operational efficiency and customer satisfaction.Key Skills & Expertise:5+ years of experience in IVR engineering, including 3+ years with NICE CXoneStrong knowledge of SmartReach Dialer, Call Miner Analytics, Enlighten AI, and Workforce Management (WFM) toolsHands-on experience with Salesforce Health Cloud, workflow automation, and API integrationsExpertise in speech recognition, natural language processing (NLP), and SMS channel designProficiency in JavaScript, Python, and REST API development for system integrationsDeep understanding of contact center analytics, survey design, and compliance (HIPAA, TCPA)Excellent analytical, communication, and problem-solving skillsExperience / Requirements:Bachelors degree in Computer Science, Engineering, or a related field5+ years of experience in contact center technology development and supportProven experience designing and optimizing NICE CXone Studio IVR workflowsIntegration experience between NICE CXone, Salesforce, and enterprise applicationsDemonstrated ability to lead technical design, documentation, and performance tuning of IVR systemsStrong understanding of cloud-based contact center solutions, APIs, and workflow orchestrationFamiliarity with AI-powered analytics tools and omnichannel routing strategiesResponsibilities:Architect, design, and implement advanced IVR flows using NICE CXone Studio with Advanced Routing and Natural Language Speech Recognition (NLP)Integrate SmartReach Dialer for proactive outbound campaigns and real-time customer notificationsBuild omnichannel experiences connecting voice, SMS, and digital channels seamlesslyImplement and optimize NICE Call Summarization, Call Miner, and Enlighten AI for actionable insights and automationDevelop and manage APIs and data flows between NICE CXone, Salesforce Health Cloud, and other enterprise systemsCreate and maintain post-call surveys, feedback loops, and sentiment analysis dashboardsCollaborate with WFM teams to align IVR routing logic with staffing forecasts and performance modelsConduct system audits, troubleshoot performance issues, and ensure regulatory compliance (HIPAA, TCPA)Prepare and conduct knowledge transfer sessions and maintain complete technical documentationPreferred Certifications:NICE CXone Certified EngineerSalesforce Administrator or Health Cloud CertificationCall Miner Analyst CertificationIf youre interested in exploring this opportunity or learning more, please share your updated resume at [email protected]