Job Description
Core NICE CXone Skills - Strong hands-on experience in: o CXone Studio scripting o IVR design and call flow development o ACD configuration and routing strategies - Experience in omnichannel contact center solutions Programming & Integration - Strong knowledge of: o JavaScript / TypeScript (preferred) o REST APIs and JSON-based integrations - Experience in working with: o API integrations o Backend services Contact Center & Telephony - Understanding of: o SIP, CTI, call routing o Contact center operations and workflows - Experience in platforms like: o Avaya / Cisco / Five9 / WebEx (preferred) CXone Development & IVR Design - Develop and maintain CXone Studio scripts for voice and digital channels. - Design, build, and optimize IVR call flows, routing logic, and ACD configurations. - Implement business workflows, data dips, and backend integrations within CXone. Integration & Backend Connectivity - Develop integrations between CXone and enterprise systems (CRM, databases, ticketing tools) using: o REST APIs / Web services o Middleware / integration hubs - Handle authentication mechanisms (OAuth2, tokens, API keys) for secure integrations. - Work on real-time and batch data exchange for call routing and reporting. Omnichannel & Automation Development - Build and support digital channels (chat, email, SMS, bots) in CXone. - Implement virtual agents/chatbots and automation workflows. - Enable AI/NLP-based solutions using tools like CXone Bot Builder, Dialogflow, or similar. System Configuration & Optimization - Configure and optimize: o Skills and routing strategies o Agent scripting and workflows o Call handling logic - Analyze call flows and optimize for: o First Call Resolution (FCR) o Call containment o Customer experience improvement Production Support & Troubleshooting - Provide L2/L3 support for CXone issues related to call flows, integrations, and routing. - Troubleshoot: o Call routing failures o API integration issues o Voice and latency issues - Participate in release deployments, testing, and change management - Experience with: o Dialer systems (ININ / outbound campaigns) o Call recording platforms (NICE Engage / Verint) o Workforce Engagement tools (WFM, QM) - Exposure to: o Cloud platforms (Azure / AWS) o AI/ML integrations in contact center - Certifications: o NICE CXone / CCNA / ITIL
Get AI-Matched to This Job
Upload your resume and our AI will score how well you match this and thousands of similar roles.