NICE Cxone

We are seeking a skilled NICE CXone Developer with hands-on experience in CXone Studio scripting, IVR development, and API-based integrations. The candidate will be responsible for building scalable contact center solutions across voice and digital channels, ensuring high-quality customer experience and system performance

• 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

• 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 / Web Ex (preferred)

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

Education: Master Of Comp. Applications,Master Of Engineering,Master Of Technology,Bachelor Of Comp. Applications,Bachelor of Engineering,Bachelor Of Technology

Preferred skills: Technology->Functional Testing->IVR Testing,Technology->Infrastructure-Contact Center->IVR Concepts