Job Summary

We are looking for a skilled NICE CXone Developer/Engineer with 2 to 5 years of experience in implementing, configuring, and supporting cloud-based contact center solutions. The ideal candidate should possess hands-on expertise in NICE CXone, IVR, ACD, Omni-channel routing, CXone Studio scripting, integrations, and contact center operations.

Responsibilities

- Design, develop, configure, and support NICE CXone solutions.
- Build and maintain IVR call flows using CXone Studio.
- Configure ACD skills, routing profiles, queues, dispositions, and agent settings.
- Implement inbound, outbound, email, chat, and digital interaction workflows.
- Integrate NICE CXone with CRM, ticketing, and third-party applications.
- Troubleshoot production issues and provide L2/L3 support.
- Develop and optimize call routing strategies based on business requirements.
- Monitor platform performance and ensure system availability.
- Create technical documentation, runbooks, and configuration guides.
- Collaborate with business stakeholders, architects, and support teams.

Technical Requirements
- 2 to 5 years of experience in NICE CXone.




- Hands-on experience with CXone Studio scripting.
- Robust knowledge of IVR, ACD, Contact Center Operations, and Routing Strategies.
- Experience in agent configuration, skills management, and queue administration.
- Knowledge of inbound and outbound contact center processes.
- Understanding of APIs, web services, and system integrations.
- Experience in troubleshooting and production support.
- Familiarity with reporting and analytics modules.
- Strong communication and problem-solving skills.

Additional Responsibilities
- Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.
- Knowledge of Workforce Management (WFM) and Quality Management (QM).
- Understanding of cloud technologies and Contact Center as a Service (CCaaS).
- Experience with scripting languages and automation.
- Working knowledge of SQL and database concepts.

Educational Requirement

MTech, Bachelor of Engineering, BTech

Preferred Skills

Technology->Infrastructure-Contact Center->ContactCenter model

Service Line

Engineering Services

📌 NICE CXone Consultant (Bengaluru)
🏢 Infosys
📍 Bengaluru