- Robust 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
📌 NICE Cxone (Bengaluru)
🏢 Infosys
📍 Bengaluru
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