Remote New

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

Zelis Healthcare, LLC
United States
May 15, 2025
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 for Tier 1 support professionals or infrastructure-focused engineers. Not focused on endpoint provisioning, SIP trunking, or traditional IT voice services. Location and Workplace Flexibility We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com. Disclaimer We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.