Nice CXone

Job Title

NICE CXone Developer / Senior Contact Center Engineer

Experience

5-8 Years

Location

Bangalore / Hybrid

Job Summary

We are seeking an experienced NICE CXone Developer/Engineer with 5-8 years of experience in designing, implementing, supporting, and enhancing cloud contact center solutions. The ideal candidate should have strong expertise in NICE CXone platform modules, contact center integrations, IVR development, routing strategies, reporting, and workflow automation. The candidate will work closely with business stakeholders, architects, and cross-functional teams to deliver scalable customer experience solutions.

Key Responsibilities

• Design, develop, configure, and support NICE CXone contact center solutions.
• Implement and maintain IVR flows using NICE CXone Studio.
• Configure ACD routing, skills, queues, call flows, and omnichannel solutions.
• Integrate NICE CXone with CRM platforms such as Salesforce, Microsoft Dynamics, ServiceNow, etc.
• Develop and maintain APIs, web services, and third-party integrations.
• Configure Workforce Management (WFM), Quality Management (QM), Analytics, and Reporting modules.
• Troubleshoot complex production issues and perform root cause analysis.
• Collaborate with business teams to gather requirements and convert them into technical solutions.
• Participate in system upgrades, deployments, and platform optimization activities.
• Create technical documentation, design documents, and operational runbooks.
• Ensure compliance with security, governance, and best practices.

Required Skills

• 5-8 years of overall IT experience with at least 3+ years of NICE CXone experience.
• Strong hands-on experience with:
• NICE CXone Studio
• ACD Configuration
• Skill-based Routing
• IVR Development
• Omnichannel Routing
• Digital Channels (Chat, Email, SMS)
• Reporting & Analytics
• Experience with REST APIs, Web Services, and system integrations.
• Knowledge of Contact Center technologies and customer service workflows.
• Experience in troubleshooting telephony and call routing issues.
• Good understanding of cloud-based contact center architectures.
• Experience with SQL queries and reporting tools.
• Strong communication and stakeholder management skills.