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 (India)
🏢 Infosys
📍 India