Nice Cxone

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.

Additional Responsibilities:

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.

Technical and Professional Requirements:

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.