BENGALURU · FULLTIME
NICE CXone Consultant
Infosys
Bengaluru · onsite · Posted 13d ago
Sourced from
Undisclosed2–5 yrsfulltimeBengaluru
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Section · 01
About this role
Job Summary
We are looking for a skilled NICE CXone Developer/Engineer with 2 to 5 years of experience in implementing, configuring, and supporting cloud-based contact center solutions. The ideal candidate should possess hands-on expertise in NICE CXone, IVR, ACD, Omni-channel routing, CXone Studio scripting, integrations, and contact center operations.
Responsibilities - Design, develop, configure, and support NICE CXone solutions.
- Build and maintain IVR call flows using CXone Studio.
- Configure ACD skills, routing profiles, queues, dispositions, and agent settings.
- Implement inbound, outbound, email, chat, and digital interaction workflows.
- Integrate NICE CXone with CRM, ticketing, and third-party applications.
- Troubleshoot production issues and provide L2/L3 support.
- Develop and optimize call routing strategies based on business requirements.
- Monitor platform performance and ensure system availability.
- Create technical documentation, runbooks, and configuration guides.
- Collaborate with business stakeholders, architects, and support teams.
- 2 to 5 years of experience in NICE CXone.
- Hands-on experience with CXone Studio scripting.
- Strong knowledge of IVR, ACD, Contact Center Operations, and Routing Strategies.
- Experience in agent configuration, skills management, and queue administration.
- Knowledge of inbound and outbound contact center processes.
- Understanding of APIs, web services, and system integrations.
- Experience in troubleshooting and production support.
- Familiarity with reporting and analytics modules.
- Strong communication and problem-solving skills.
- Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.
- Knowledge of Workforce Management (WFM) and Quality Management (QM).
- Understanding of cloud technologies and Contact Center as a Service (CCaaS).
- Experience with scripting languages and automation.
- Working knowledge of SQL and database concepts.
MTech, Bachelor of Engineering, BTech
Preferred Skills Technology->Infrastructure-Contact Center->ContactCenter model
Service Line Engineering Services
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Section · 02
Skills
Automationcrmcontact centerapiscloud technologiescontact center solutionsBusiness RequirementsomniOutboundintegrationsAnalyticsCall RoutingL3 SupportcloudMicrosoft DynamicsoperationsAdministrationinbound
Section · Company
About Infosys
Infosys
IT Services & Consulting
323.6k+
employees
1981
45 years old
Bengaluru/Bangalore, Karnataka
India
About
Infosys is a global leader in next-generation digital services and consulting.
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