Skills

Communication Python JavaScript Salesforce Problem-solving Customer Service Programming Analytics Natural Language Processing

Job Specifications

Job Title – Senior IVR Engineer

Location – Vancouver, CA (Onsite/Remote)

Duration – Long term

Job description:

Position Summary: We are seeking a highly skilled Senior IVR Engineer with deep expertise in NICE CXone to lead the design, development, and optimization of intelligent voice and digital customer engagement solutions. This role will focus on building advanced omnichannel IVR workflows, integrating AI-driven analytics, and leveraging omnichannel capabilities to enhance customer experience and operational e iciency. Key Responsibilities: • Architect and implement advanced IVR flows using NICE CXone Studio, incorporating Advanced Routing and Natural Language Speech Recognition. • Integrate SmartReach Dialer for proactive outbound campaigns and customer notifications. • Enable seamless customer journeys across voice, SMS, and digital channels. • Implement SMS workflows and integrate with Salesforce Health Cloud for personalized, data-driven interactions. • Deploy and optimize NICE Call Summarization, Call Miner Analytics, and Enlighten AI to extract actionable insights from customer interactions. • Design and manage Call Surveys for post-interaction feedback and sentiment analysis. • Collaborate with WFM teams to align IVR routing with Workforce Management (WFM) forecasts and sta ing models. • Develop and maintain Advanced APIs to support real-time data exchange between NICE CXone, Salesforce, and other enterprise systems. • Build data-driven workflows in Salesforce Health Cloud to support clinical and customer service use cases. • Ensure all IVR and dialer solutions meet regulatory standards (e.g., HIPAA, TCPA). • Conduct regular audits and performance tuning of IVR systems. Qualifications: • 5+ years of experience in IVR engineering, with at least 3 years using NICE CXone. • Strong knowledge of SmartReach Dialer, Call Miner, Enlighten AI, and WFM tools. • Experience with Salesforce Health Cloud, including workflow automation and API integration. • Proficiency in speech recognition, natural language processing, and SMS channel design. • Familiarity with contact center analytics, survey tools, and compliance frameworks. • Strong programming/scripting skills (e.g., JavaScript, Python, REST APIs). • Excellent problem-solving and communication skills. Preferred Certifications: • NICE CXone Certified Engineer • Salesforce Administrator or Health Cloud Certification

About the Company

Galactic Minds INC is a leading IT consulting and services company that specializes in delivering innovative and cutting-edge solutions to businesses across various industries. With our team of seasoned IT professionals, we provide a wide range of services. Our goal is to help our clients leverage the latest technologies to drive business growth, improve operational efficiency, and enhance customer experience. We are committed to delivering high-quality solutions that are tailored to meet the unique needs of each of our clie... Know more

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