:

- We are seeking a motivated NICE CXone Engineer with 1 to 2 years of experience in Contact Center technologies
- The ideal candidate should have exposure to NICE CXone IVR ACD routing strategies call flows agent configuration and customer experience solutions
- This role involves supporting configuring and enhancing cloud based contact center platforms

Key Responsibilities:

- Configure and maintain NICE CXone contact center solutions
- Support IVR call flows skill routing and ACD configurations
- Troubleshoot customer and agent related issues within the NICE CXone platform
- Assist in configuration of queues skills users roles and routing profiles
- Monitor contact center performance and system health
- Work with business teams to understand call center requirements
- Participate in testing deployment and production support activities
- Create and maintain technical documentation and operational procedures
- Collaborate with telephony network and application teams for issue resolution
- Ensure adherence to SLA and quality standards





Technical Requirements:

- 1 to 2 years of experience in NICE CXone
- Understanding of Contact Center Operations
- Knowledge of IVR ACD call routing and queue management
- Experience with inbound and outbound call processes
- Familiarity with customer service and support workflows
- Basic understanding of APIs and integrations
- Knowledge of ticketing and incident management processes
- Valuable troubleshooting and analytical skills
- Strong communication and stakeholder management skills

Additional Responsibilities:

- Exposure to CXone Studio scripting
- Knowledge of Workforce Management WFM and Reporting
- Experience with CRM integrations such as Salesforce Dynamics 365 or ServiceNow
- Understanding of cloud contact center technologies
- Basic SQL and reporting knowledge

Preferred Skills:

Technology->Infrastructure-Contact Center->ContactCenter model

📌 Nice Cxone (Bengaluru)
🏢 Infosys
📍 Bengaluru