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Senior Engineer, Voice & Collaboration

Company: Nelnet
Location: Honolulu
Posted on: August 7, 2022

Job Description:

Nelnet is a student loan servicer that's grown into a real estate investor and software provider. But that's just the beginning. With 7,500 associates and growing, we take our business wherever superior customer experiences and ingenuity are needed.

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.

This position requires work in support of the Company's contract with the United States Department of Education ("ED"). As such, the United States Government requires that any applicant for this position must complete United States Government security clearance. Effective June 1, 2018, ED has informed Nelnet that security clearance applications for foreign nationals are not being accepted or processed. In light of this direction from ED, Nelnet will be unable to hire applicants without United States citizenship for such positions.


This Senior Engineer position will help lead the deployment of a contact center as a service (CCaaS) technology (NICE CXone) to the organization and outside entities. You will be responsible for contributing to the design, engineering, implementation, and support of this enterprise platform.

You will help upskill and cross-train engineers in best practices for day-to-day support and enhancements of the application. You will work with team members and business units to drive feature adoption.


1. Coordinates with Voice Team Architects on high-level and low-level designs and lead the implementation of low-level designs for the organization and outside entities.

2. Serves as primary contact for end users and technical stakeholders to offer assistance for NICE CXone system configuration, development, requirements gathering, training and report generation.

3. Develops a thorough understanding of Nelnet business needs and processes to assist with recommendations for enhancements and configurations to NICE CXone.

4. Deploys new customer environments and train others.

5. Provides cross-training and serves as an escalation point for Voice & Collaboration Team engineers and analysts.

6. Participates in team on-call rotation.

7. Effectively manages small to medium projects without project management oversight.

8. Completes routine preventative measures and maintains application security and integrity.

Pay range for Colorado residents-$90-130k


- Experience with NICE CXone or NICE InContact development and/or administration.

- Strong communication and interpersonal skills with technical and non-technical audiences.

- Passion for providing great customer service.

- Ability and desire to cross-train team members.


- Bachelor's degree

- Experience converting traditional PBX networks to cloud contact centers.

- Experience with other cloud contact center platforms, such as Five9, Amazon Connect, Cisco or Genesys.

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 an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance.

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.

Keywords: Nelnet, Honolulu , Senior Engineer, Voice & Collaboration, Engineering , Honolulu, Hawaii

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