Nice CxOne

Job Title

NICE CXone Developer

Experience

1-5 Years

Job Summary

We are looking for a skilled NICE CXone Contact Center Engineer with 15 years of experience in designing, developing, and supporting cloud-based contact center solutions. The ideal candidate should have hands-on experience in NICE CXone, IVR development, call routing, contact center operations, and omnichannel customer engagement solutions.

Key Responsibilities

• Design, develop, configure, and maintain NICE CXone contact center applications.
• Create and enhance IVR call flows, routing scripts, queues, skills, and agent profiles.
• Implement inbound and outbound contact center solutions using NICE CXone.
• Configure ACD, IVR, Workforce Management (WFM), and omnichannel functionalities.
• Integrate NICE CXone with CRM, third-party applications, and enterprise systems.
• Troubleshoot production issues and optimize customer experience workflows.
• Monitor system performance, call quality, and service-level metrics.
• Support upgrades, enhancements, and deployment activities.
• Work closely with business stakeholders to gather requirements and deliver solutions.

Required Skills

• 1–5 years of experience in Contact Center technologies.
• Hands-on experience with NICE CXone platform.
• Strong knowledge of IVR development, ACD, call routing, skills-based routing, and contact flows.
• Experience with Contact Center operations and customer service environments.
• Understanding of omnichannel solutions including Voice, Chat, Email, and SMS.
• Experience in integrations using REST APIs and web services.
• Knowledge of scripting, reporting, and analytics within NICE CXone.
• Strong troubleshooting, analytical, and communication skills.

Preferred Skills

• Experience with Workforce Management (WFM), Quality Management (QM), and Analytics.
• Knowledge of CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.
• Understanding of cloud technologies and customer experience platforms.
• NICE CXone certifications will be an added advantage.

Educational Qualification

• Bachelor's Degree in Computer Science, Information Technology, or related field.