We are seeking an experienced Contact Center Experts with 5–6 years of specialized hands-on expertise in IVR Prompt Management and Call Flow Design on the NICE platform. In this role, you will be responsible for administering the overall NICE platform ecosystem while actively managing interactive voice response (IVR) prompt libraries, text-to-speech (TTS) engines, audio file deployments, and agile routing logic.

Key Responsibilities
• IVR Prompt Management: Create, upload, record, map, and organize voice prompts, audio files (.wav), and multilingual prompt libraries within NICE Studio/InContact.
• Call Flow & Studio Scripting: Design, script, test, and optimize complex IVR call flows, self-service menus, energetic queuing, and menu routing logic using NICE Studio.
• TTS & Speech Recognition: Configure and tune Text-to-Speech (TTS) engines and Automatic Speech Recognition (ASR) modules for clear customer interactions.
• Emergency & Dynamic Messaging: Maintain and deploy real-time emergency announcements, global operational alerts, and seasonal promotional prompts on short notice.
• Platform & User Administration: Manage agent provisioning, skill mappings, role-based access control (RBAC), and user profiles across the NICE platform suite.
• API & CRM Integrations: Integrate IVR menu choices with backend database lookups (SQL) and CRM tools (Salesforce/ServiceNow)



via REST APIs for personalized IVR flows.
• Troubleshooting & SLAs: Serve as Tier 3 escalation support for broken call loops, failed prompt playback, voice quality issues (MOS scores), or routing failures. Required Skills & Qualifications
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Experience:
5–6 years of direct experience administering NICE contact center environments with a strong focus on NICE IVR / CXone Studio Prompting.
• IVR & Prompt Expertise: Hands-on experience with voice file codecs, sampling rates, prompt audio editing, multilingual prompt setup, and dynamic TTS variables.
• NICE Suite Proficiency: Deep familiarity with NICE CXone / InContact Studio, CXone Routing, Quality Central, and IEX WFM.
• Integrations & Logic: Practical knowledge of building API-driven dynamic IVRs (JSON/REST webhooks for CRM database lookups within IVR scripts).
• Telephony Fundamentals: Solid grasp of SIP protocol, Session Border Controllers (SBCs), and carrier audio quality troubleshooting.
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Education:
Bachelor’s Degree in IT, Computer Science, Telecommunications, or equivalent field experience. Preferred Qualifications
• NICE CXone Certified Administrator or NICE CXone Studio Certified.
• Experience with AI-driven Conversational IVR, Virtual Agents (NICE IVA), or Natural Language Understanding (NLU).

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