NICE Cxone

Responsibilities

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

Additional Responsibilities

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

Technical and Professional Requirements

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)

Preferred Skills

• IVR Testing
• IVR Concepts

Educational Requirements

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