Engineer - Voice & Collaboration

Nelnet • Annapolis, MD • 2h ago

Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.

The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

The Voice and Collaboration Team is part of the Infrastructure Services team at Nelnet and serves all lines of business at Nelnet. This team is responsible for supporting the telephony infrastructure environment and contact center collaboration technology.

ABOUT THE JOB:

This Engineer position will contribute to administration, configuration, engineering, and maintenance associated with contact center as a service (CCaaS) technology (NICE CXone). You will assist in day-to-day support and configuration of the application. You will work with team members and business units to drive feature adoption.

JOB RESPONSIBILITIES:

Coordinates with Voice Team resources (Engineers, Architects) on high-level and low-level designs that lead to the implementation of low-level designs for the organization and outside entities. Serves as contact for end users and technical stakeholders to offer assistance for NICE CXone system configuration, development, requirements gathering, training and report generation. Develops an understanding of Nelnet business needs and processes to assist with recommendations for enhancements and configurations to NICE CXone. Perform admin functions in CXone as well as develop and modify code in script editor. Participates in team on-call rotation. Effectively manages small projects without project management oversight. Completes routine preventative measures and maintains application security and integrity.

Salary for this role is $100,000-$120,000

Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

YOU SHOULD HAVE...

Experience with NICE CXone or NICE InContact development and/or administration. Strong preference for the following NICE CXone Certified Implementation Partner (CIP) Engineer certifications:

ACD/IVR Implementation

Personal Connection with ProActive XS Implementation

Digital Experience Implementation

Feedback Management Implementation

Strong communication and interpersonal skills with technical and non-technical audiences. Passion for providing great customer service

IT WOULD BE NICE IF YOU ALSO HAD...

Experience with NICE CXone Enlighten Autopilot Bachelor's degree

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK (http://nelnetinc.com/careers/benefits/) .

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net .

Nelnet is a Drug Free and Tobacco Free Workplace.

You may know Nelnet as the nation's largest student loan servicer - but we do more than that. A lot more. We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.

EEO Info (https://nelnetinc.com/wp-content/uploads/EEO-poster.pdf) | EEO Letter (https://nelnetinc.com/wp-content/uploads/EEO-Jeffs-Letter.pdf) | EPPA Info (https://nelnetinc.com/wp-content/uploads/Employee-Polygraph-Protection-Act-Poster.pdf) | FMLA Info (https://nelnetinc.com/wp-content/uploads/FMLA-Leave.pdf)

Nelnet

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