- 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
Key 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
Technical Requirements:
- Core NICE CXone Skills
- Solid 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
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