NICE CXone Consultant

Educational Requirements

• Bachelor of Engineering
• Bachelor of Technology
• Bachelor of Comp. Applications
• Master of Technology
• Master of Engineering
• Master of Comp. Applications

Service Line Responsibilities

• CXone Development IVR Design
• Develop and maintain CXone Studio scripts for voice and digital channels.
• Design, build, and optimize IVR call flows, routing logic, and ACD configurations.
• Implement business workflows, data dips, and backend integrations within CXone.
• Integration Backend Connectivity
• Develop integrations between CXone and enterprise systems (CRM, databases, ticketing tools) using:
• REST APIs / Web services
• Middleware / integration hubs
• Handle authentication mechanisms (OAuth2, tokens, API keys) for secure integrations.
• Work on real-time and batch data exchange for call routing and reporting.
• Omnichannel Automation Development
• Build and support digital channels (chat, email, SMS, bots) in CXone.
• Implement virtual agents/chatbots and automation workflows.
• Enable AI/NLP-based solutions using tools like CXone Bot Builder, Dialogflow, or similar.
• System Configuration Optimization
• Configure and optimize:
• Skills and routing strategies
• Agent scripting and workflow
• Call handling logic
• Analyze call flows and optimize for:
• First Call Resolution (FCR)
• Call containment
• Customer experience improvement
• Production Support Troubleshooting
• Provide L2/L3 support for CXone issues related to call flows, integrations, and routing.
• Troubleshoot:
• Call routing failures
• API integration issues
• Voice and latency issues
• Participate in release deployments, testing, and change management

Additional Responsibilities

• Experience with:
  • Dialer systems (ININ / outbound campaigns)
  • Call recording platforms (NICE Engage / Verint)
  • Workforce Engagement tools (WFM, QM)
• Exposure to:
  • Cloud platforms (Azure / AWS)
  • AI/ML integrations in contact center
• Certifications:
  • NICE CXone
  • CCNA
  • ITIL

Technical and Professional Requirements

• Core NICE CXone Skills
  • Strong hands-on experience in:
    • CXone Studio scripting
    • IVR design and call flow development
    • ACD configuration and routing strategies
  • Experience in omnichannel contact center solutions
• Programming Integration
  • Strong knowledge of:
    • JavaScript / TypeScript (preferred)
    • REST APIs and JSON-based integrations
  • Experience in working with:
    • API integrations
    • Backend services
• Contact Center Telephony
  • Understanding of:
    • SIP, CTI, call routing
    • Contact center operations and workflows
  • Experience in platforms like:
    • Avaya
    • Cisco
    • Five9
    • WebEx

Preferred Skills

• Technology->Infrastructure-Contact Center->IVR Concepts
• Technology->Functional Testing->IVR Testing