Job ID

65882

Category

Ford Credit Services

Location

Chennai, India

Work Type

Hybrid
Define integration requirements between NICE CXone and core business applications (e.g., Salesforce, MS Dynamics, internal CRMs, and ticketing systems) using CXone APIs and pre-built connectors.
Collaborate with engineering teams to leverage NICE CXone REST APIs for custom reporting, real-time data feeds, and automation.
Act as the primary technical product manager for the migration lifecycle: discovery, design, configuration, testing, deployment, and hypercare.
Partner with telephony and network teams to design secure SIP/VoIP connectivity, WebRTC configurations, and carrier routing strategies within the CXone ecosystem.
Map legacy IVR call flows, routing scripts, and queue structures into optimized NICE CXone Studio scripts.
Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field (or equivalent practical experience).




Experience:
5+ years of experience as a TPM, or Solution Architect in the telecom/contact center domain.
3+ years of direct, hands-on experience leading NICE CXone (CCaaS) migrations, implementations, and configurations.
Technical Expertise:
Deep understanding of the NICE CXone suite, including Studio routing, ACD, IVR, Omnichannel (chat, email, SMS, social), and Reporting/Analytics.
Proven experience migrating complex, multi-site on-premises contact centers to a cloud setting.
Robust knowledge of telecom protocols and networking concepts (SIP, VoIP, WebRTC, MPLS, VPN, firewalls).
Experience with API integrations (REST/SOAP) and connecting CCaaS platforms to CRM systems (e.g., Salesforce Open CTI).
Methodology: Robust experience working in Agile/Scrum frameworks.

📌 Ccaas Application Developer Chennai (India)
🏢 Ford Motor
📍 India