NICE Cxone

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: o REST APIs / Web services o 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: o Skills and routing strategies o Agent scripting and workflows o Call handling logic

Analyze call flows and optimize for: o First Call Resolution (FCR) o Call containment o Customer experience improvement Production Support & Troubleshooting

Provide L2/L3 support for CXone issues related to call flows, integrations, and routing.

Troubleshoot: o Call routing failures o API integration issues o Voice and latency issues

Participate in release deployments, testing, and change management

Additional Responsibilities:

Experience with: o Dialer systems (ININ / outbound campaigns) o Call recording platforms (NICE Engage / Verint) o Workforce Engagement tools (WFM, QM)

Exposure to: o Cloud platforms (Azure / AWS) o AI/ML integrations in contact center

Certifications: o NICE CXone / CCNA / ITIL

Technical and Professional Requirements:

Core NICE CXone Skills

Strong hands-on experience in: o CXone Studio scripting o IVR design and call flow development o ACD configuration and routing strategies

Experience in omnichannel contact center solutions Programming & Integration

Strong knowledge of: o JavaScript / TypeScript (preferred) o REST APIs and JSON-based integrations

Experience in working with: o API integrations o Backend services Contact Center & Telephony

Understanding of: o SIP, CTI, call routing o Contact center operations and workflows

Experience in platforms like: o Avaya / Cisco / Five9 / WebEx (preferred)