Contact Center Engineer - Philadelphia, PA (19019)

Overview Good things are happening at Berkshire Hathaway GUARD Insurance Companies.

We provide Property & Casualty insurance products and services through a nationwide network of independent agents and brokers.

Our companies are all rated A+ Superior by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett's Berkshire Hathaway group one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country.

Our vision is to be a leading small business insurance provider nationwide.

Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company's success is grounded in our core values: accountability, service, integrity, empowerment, and diversity.

We are always in search of talented individuals to join our team and embark on an exciting career path! Benefits: We are an equal opportunity employer that strives to maintain a work environment that is welcoming and enriching for all.

You'll be surprised by all we have to offer! Competitive compensation Healthcare benefits package that begins on first day of employment 401K retirement plan with company match Enjoy generous paid time off to support your work-life balance plus 9 paid holidays Up to 6 weeks of parental and bonding leave Hybrid work schedule (3 days in the office, 2 days from home) Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation) Tuition reimbursement after 6 months of employment Numerous opportunities for continued training and career advancement And much more!

Responsibilities We are seeking a skilled and motivated Contact Center Engineer to join our Technology Services team.

This role is responsible for designing, implementing, and maintaining contact center solutions with a strong focus on NICE CXone and related integrations.

The ideal candidate will have hands-on experience with cloud-based contact center platforms, API integrations, and a passion for optimizing customer experience through technology.

Responsibilities: Design, configure, and maintain NICE CXone contact center environments.

Develop and manage integrations between CXone and third-party systems (PCIPal, Proprietary Software Insure Platforms, workforce management tools, etc.).

Collaborate with business stakeholders to gather requirements and translate them into technical solutions.

Monitor system performance and troubleshoot issues to ensure high availability and optimal performance.

Implement IVR flows, call routing strategies, and omnichannel configurations.

Support reporting and analytics initiatives using CXone tools and custom data pipelines.

Maintain documentation for system architecture, configurations, and processes.

Stay current with NICE CXone updates, best practices, and emerging technologies.

Qualifications Requirements: 3+ years of experience in contact center engineering or related technical role.

Proven expertise with NICE CXone platform (Studio, Admin, Reporting, APIs).

Strong understanding of contact center operations and technologies (IVR, ACD, CTI, WFM).

Experience with RESTful APIs, webhooks, and integration frameworks.

Proficiency in scripting languages (e.g., JavaScript, Python) and data formats (JSON, XML).

Familiarity with third-party systems (PCIPal, Authorize.net, etc.) and their integration points.

Excellent problem-solving skills and attention to detail.

Strong communication and collaboration abilities.

Preferred Skills: NICE CXone certifications (e.g., Certified Implementation Engineer).

Experience with cloud telephony platforms (RingCentral, Microsoft Teams Voice) Knowledge of security and compliance standards in contact center environments

Experience with cloud infrastructure (AWS, Azure).

Experience with automation tools and CI/CD pipelines.

Salary Range $65,900.70-$152,611.80 USD The annual base salary range posted represents a broad range of salaries around the U.S. and is subject to many factors including but not limited to credentials, education, experience, geographic location, job responsibilities, performance, skills and/or training.

Applicants must be authorized to work in the U.S. without current or future sponsorship.

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