- Design, develop, and enhance IVR call flows and customer interaction journeys using NICE CXone (formerly NICE inContact).
- Configure, implement, and support cloud-based contact centre solutions.
- Build and maintain API integrations between NICE CXone and backend enterprise applications.
- Collaborate with business stakeholders, developers, QA, and infrastructure teams to deliver new features and enhancements.
- Coordinate release planning, testing, deployment, and post-release support.
- Troubleshoot production issues and work with cross-functional teams to ensure timely resolution.
- Review support tickets, provide technical guidance, and ensure high service availability.
- Act as a Subject Matter Expert (SME) for NICE CXone, mentoring team members and contributing to solution design and best practices.
Preferred Candidate Profile
- 5+ years of experience in NICE CXone / NICE inContact Contact Center solutions.
- Hands-on experience in IVR design, development, and call flow configuration.
- Strong knowledge of REST APIs and backend system integrations.
- Experience with JavaScript or platform-specific scripting.
- Good understanding of cloud technologies (SaaS/PaaS/IaaS) and virtualised environments.
- Familiarity with contact centre technologies, telephony, and customer experience solutions.
- Robust analytical, troubleshooting, and problem-solving skills.
- Excellent communication and stakeholder management abilities with experience working in cross-functional teams.