Nice Cxone

We are looking for a skilled NICE CXone Developer/Engineer with 2 to 5 years of experience in implementing, configuring, and supporting cloud-based contact center solutions. The ideal candidate should possess hands-on expertise in NICE CXone, IVR, ACD, Omni-channel routing, CXone Studio scripting, integrations, and contact center operations.

Roles & 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.

Technical 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.

Additional

• 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.