Role Summary

We are seeking a skilled NICE CXone Developer with hands-on experience in CXone

Studio scripting, IVR development, and API-based integrations. The candidate will

be responsible for building scalable contact center solutions across voice and digital

channels, ensuring high-quality customer experience and system performance.

Key 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 workflows
- 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.

Required Skills

Core NICE CXone Skills

• Robust 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

• Robust 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)

Nice to Have

• 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 / ITILRole & responsibilities

📌 Hiring For NICE CXone Developer (Hyderabad)
🏢 Glauben Technologies
📍 Hyderabad