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
- ITIL

Technical and Professional Requirements
- Core NICE CXone Skills
- Solid hands-on experience in:
- CXone Studio scripting
- IVR design and call flow development
- ACD configuration and routing strategies
- Experience in omnichannel contact center solutions

- Programming Integration

- Strong knowledge of:
- JavaScript / TypeScript (preferred)
- REST APIs and JSON-based integrations

- Experience in working with:

- API integrations
- Backend services

- Contact Center Telephony

- Understanding of:
- SIP, CTI, call routing
- Contact center operations and workflows

- Experience in platforms like:

- Avaya
- Cisco
- Five9
- WebEx

Preferred Skills
- Technology->Infrastructure-Contact Center->IVR Concepts
- Technology->Functional Testing->IVR Testing

📌 NICE CXone Consultant (Bengaluru)
🏢 Infosys
📍 Bengaluru