SME - Cisco Contact Center

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Cisco call center technologies, NICE CXone routing scripts, IVR flows, call handling logic, custom integrations, CRM, workforce management, reporting tools, Omnichannel routing, voice, chat, email, SMS, social, API-based integrations, REST, SOAP, web services, contact center performance issues, cloud architecture, AWS, Azure, GCP, JavaScript, Python, .NET, NICE CXone APIs, NICE CXone SDKs, ACD, IVR, WFM, QM, Analytics, Reporting modules, NICE CXone Mpower - Workforce Management Implementation Certification, NICE CXone Mpower - Interaction Analytics Implementation Certification, NICE CXone Mpower - Quality Management Implementation Certification, NICE InContact CIP Core, NICE InContact CIP Core Plus Personal Connection, NICE CXone CIP Quality Management, NICE CXone CIP Workforce Management, ACD/IVR Implementation Certification, Personal Connection with ProActive XS Scripting Implementation Certification, NICE CXone Mpower - CXone Bots Implementation Certification, Feedback Management Implementation Certification, NICE CXone CXone Agent for Salesforce Implementation Certification Curriculum, NICE CXone - Enlighten AutoSummary Implementation Certification, Workforce Engagement Management, Quality Management, Speech Analytics, Cisco Certified Network Associate, ITIL Foundation Certification

Job Summary
As a Cisco Support Subject Matter Expert, you will play a pivotal role in ensuring timely resolution of escalations and incidents within the Support & Operations team. You will leverage your expertise in Cisco call center technologies to analyze issues, maintain quality compliance, and enhance customer satisfaction. This role is crucial for driving operational excellence and fostering effective communication between technical teams and business stakeholders.

Key Responsibilities
1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Using Cisco Call Center Tools, Guaranteeing Adherence To Service Level Agreements (Sla).
2.



Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Support Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning To Optimize Resource Allocation And Service Delivery.
4. Attend Customer Meetings To Gather Insights On Issues Faced, Ensuring Positive Feedback And Satisfaction Through Effective Communication And Support Interventions.
5. Conduct Thorough Analyses, Such As Root Cause Analysis And Trend Analysis, To Validate Reports And Present Findings To Key Business Stakeholders, Facilitating Informed Decision-Making And Performance Enhancements.

Skill Requirements
PRF requested against rotation for 51660042. The resource is in 2.2 but since NICE is a niche skill submitting a higher band due to hiring challenges as requested by delivery.

Key Responsibilities
• Design, develop, and configure NICE CXone routing scripts, IVR flows, and call handling logic.
• Build and maintain custom integrations with third-party applications (CRM, workforce management, reporting tools, etc.).
• Develop agent desktop workflows and optimize Omnichannel routing (voice, chat, email, SMS, social).
• Create and maintain API-based integrations (REST/SOAP, web services).
• Monitor and troubleshoot contact center performance issues; optimize routing for efficiency and customer satisfaction.
• Collaborate with stakeholders (operations, product, business) to gather requirements and deliver scalable solutions.
• Develop and maintain real-time dashboards and custom reports within NICE CXone.
• Ensure compliance with security and regulatory requirements.
• Provide technical support, testing,



and documentation for deployed solutions.

Key Skills & Qualifications
• Proven experience as a NICE CXone Developer or in a similar role within cloud-based contact center platforms.
• Strong expertise in:
Studio scripting and IVR call flows
NICE CXone APIs and SDKs
ACD, IVR, WFM, QM, Analytics, and Reporting modules
• Hands-on experience with Omnichannel configurations (voice, email, chat, SMS, social).
• Strong knowledge of cloud architecture (AWS/Azure/GCP) and networking basics.
• Proficiency in JavaScript, Python, .NET, or other scripting languages (preferred).
• Familiarity with CRM integrations (Salesforce, ServiceNow, MS Dynamics, etc.).
• Excellent problem-solving skills and ability to work in a rapid-paced environment.
• Strong communication and collaboration skills.

Preferred Qualifications
• NICE CXone Mpower - Workforce Management (WFM, WEM) Implementation Certification.
• NICE CXone Mpower - Interaction Analytics Implementation Certification.
• NICE CXone Mpower - Quality Management Implementation Certification.
• NICE InContact CIP Core and NICE InContact CIP Core Plus Personal Connection, NICE CXone CIP Quality Management and NICE CXone CIP Workforce Management.
• ACD/IVR Implementation Certification ACD/IVR | Integrations / Core.
• Personal Connection with ProActive XS Scripting Implementation Certification (Core Plus).
• NICE CXone Mpower - CXone Bots Implementation Certification.
• NICE CXone Mpower - Interaction Analytics Implementation Certification.
• Feedback Management Implementation Certification.
• NICE CXone CXone Agent for Salesforce Implementation Certification Curriculum.
• NICE CXone - Enlighten AutoSummary Implementation Certification.
• Experience in Workforce Engagement Management (WEM), Quality Management (QM), and Speech Analytics.
• Knowledge of AI-driven CX solutions or RPA tools.

Other Requirements
1. Cisco Certified Network Associate (Ccna) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable.

📌 SME Cisco Contact Center (Chennai)
🏢 HCL Technologies
📍 Chennai