Nice Cxone

Responsibilities :

Configure and maintain NICE CXone contact center solutions. Support IVR call flows, skill routing, and ACD configurations. Troubleshoot customer and agent-related issues within the NICE CXone platform. Assist in configuration of queues, skills, users, roles, and routing profiles. Monitor contact center performance and system health. Work with business teams to understand call center requirements. Participate in testing, deployment, and production support activities. Create and maintain technical documentation and operational procedures. Collaborate with telephony, network, and application teams for issue resolution. Ensure adherence to SLA and quality standards.

Additional Responsibilities:

Exposure to CXone Studio scripting. Knowledge of Workforce Management (WFM) and Reporting. Experience with CRM integrations such as Salesforce, Dynamics 365, or ServiceNow. Understanding of cloud contact center technologies. Basic SQL and reporting knowledge.

Technical and Professional Requirements:

1 to 2 years of experience in NICE CXone. Understanding of Contact Center Operations. Knowledge of IVR, ACD, call routing, and queue management. Experience with inbound and outbound call processes. Familiarity with customer service and support workflows. Basic understanding of APIs and integrations. Knowledge of ticketing and incident management processes. Good troubleshooting and analytical skills. Strong communication and stakeholder management skills.