Nice Cxone

Job Description: NICE CXone Engineer / Consultant

Role: NICE CXone Engineer / Consultant
Experience: 2 to 15 Years
Employment Type: Full-Time

Job Summary

We are seeking experienced NICE CXone Professionals with expertise in cloud contact center solutions, IVR design, omnichannel routing, workforce optimization, and customer experience technologies. The ideal candidate will be responsible for implementing, configuring, supporting, and optimizing NICE CXone platforms to enhance customer engagement and contact center operations.

Key Responsibilities

• Configure and maintain NICE CXone Contact Center solutions.
• Design and develop IVR call flows using NICE Studio.
• Configure ACD, skills, routing scripts, queues, and omnichannel interactions.
• Implement and support voice, email, chat, SMS, and digital channels.
• Integrate NICE CXone with CRM platforms such as Salesforce, Microsoft Dynamics, and ServiceNow.
• Configure reporting, dashboards, analytics, and workforce management solutions.
• Troubleshoot call flows, telecom issues, and platform-related incidents.
• Support platform migrations, upgrades, and deployment activities.
• Work closely with business teams to gather requirements and deliver CX solutions.
• Ensure adherence to contact center best practices and SLA targets.

Required Skills

• Hands-on experience in NICE CXone.
• Experience with NICE Studio and IVR development.
• Knowledge of ACD, Call Routing, Skills-Based Routing, and Contact Center Operations.
• Experience with Omnichannel Contact Center solutions.
• Understanding of Voice, Chat, Email, SMS, and Digital Engagement channels.
• Experience with API integrations and web services.
• Knowledge of Contact Center KPIs, Reporting, and Analytics.
• Troubleshooting and support experience in production environments.

Preferred Skills

• NICE Workforce Management (WFM).
• NICE Interaction Analytics.
• NICE Quality Management (QM).
• CRM integrations such as Salesforce, ServiceNow, or Microsoft Dynamics.
• SIP, VoIP, CTI, and Telecom technologies.
• Cloud Contact Center migration experience.
• Exposure to Agile and DevOps methodologies.

Educational Qualification

• BE / B.Tech / MCA / Any Bachelor's Degree in Computer Science, IT, Electronics, Telecommunications, or related field.