Cloud Contact Center & Unified Communications Engineer (CXOne + Teams Voice)

At Zelis, we Get Stuff Done. So, let’s get to it! 

  

A Little About Us 

Zelis is modernizing the healthcare financial experience for all by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts—driving real, measurable results for clients. 

  

A Little About You 

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

Zelis is seeking a Cloud Contact Center & Unified Communications Engineer to own, enhance, and optimize our NICE CXOne and Microsoft Teams Voice environments. As a key member of a lean, agile team, you will lead the configuration, integration, and ongoing improvement of our CCaaS and UCaaS platforms—delivering seamless communication tools that power user productivity and customer engagement.

You will replace a seasoned contributor and step immediately into a high-impact role with platform ownership, internal consulting responsibilities, and visibility across the business.

What You’ll Do

• Serve as the primary engineer and internal expert on NICE CXOne Contact Center and Microsoft Teams Voice platforms.

• Design, implement, and maintain call flows, Studio scripts, IVR configurations, and Workforce Management schedules.

• Build and maintain REST API integrations, particularly those connecting CXOne with Salesforce and other CRMs.

• Provide level 2/3 technical troubleshooting and support for voice and contact center applications, ensuring high system reliability and user satisfaction.

• Monitor system performance and proactively identify opportunities for optimization and automation.

• Support additional UC tools such as E-Faxing, voicemail routing, and compliance-related features.

• Collaborate with business stakeholders to understand communication challenges and deliver solutions aligned with operational goals.

• Track tasks and projects using JIRA; document architecture, integration steps, and platform configurations.

• Stay current on UCaaS and CCaaS best practices to advise on system improvements and roadmap planning.

What You’ll Bring to Zelis

Required Qualifications

• 2+ years hands-on experience with NICE CXOne (InContact), including Studio scripting, routing logic, IVR development, and reporting.

• Solid experience with Microsoft Teams Voice and VoIP-based unified communication environments.

• Proficiency in building or managing REST API integrations, especially with CRMs like Salesforce.

• Demonstrated ability to own platform administration and evolution, not just provide support.

• Strong communication skills and comfort engaging with non-technical stakeholders.

• Experience working in cloud-first, distributed team environments.

Preferred Skills

• Experience with RingCentral, Google Dialogflow, Amazon Lex, or other CCaaS/UCaaS platforms.

• Familiarity with JIRA, Smartsheet, Visio, and process documentation.

• Exposure to scripting languages (e.g., JavaScript, SQL) or Salesforce Admin concepts.

• Experience working in healthcare or other regulated industries.

• Understanding of workforce management, quality monitoring, and reporting tools.

What This Role Is Not

• This is not a network engineering, desktop support, or hardware troubleshooting role.

• Not suited fo