Educational Requirements
- Bachelor of Engineering
- Bachelor of Technology
- Bachelor of Comp. Applications
- Master of Technology
- Master of Engineering
- Master of Comp. Applications

Service Line

Engineering Services

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:
- REST APIs / Web services
- 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:
- Skills and routing strategies
- Agent scripting and workflow
- Call handling logic
- Analyze call flows and optimize for:
- First Call Resolution (FCR)
- Call containment
- Customer experience improvement
- Production Support Troubleshooting
- Provide L2/L3 support for CXone issues related to call flows, integrations, and routing.
- Troubleshoot:
- Call routing failures
- API integration issues
- Voice and latency issues
- Participate in release deployments, testing, and change management

Additional Responsibilities
- Experience with:
- Dialer systems (ININ / outbound campaigns)
- Call recording platforms (NICE Engage / Verint)
- Workforce Engagement tools (WFM, QM)
- Exposure to:
- Cloud platforms (Azure / AWS)
- AI/ML integrations in contact center
- Certifications:
- NICE CXone
- CCNA

📌 NICE CXone Consultant (Bengaluru)
🏢 Infosys
📍 Bengaluru