Description

You own the design and development of IVR and ACD call flows within NICE CXone Studio, building scripts, actions, and custom logic.

Responsibilities

• Develop and deploy CXone routing scripts, workflows, and automation processes.
• Integrate customer data flows by developing integrations using NICE CXone APIs and RESTful web services.
• Configure and customize Omnichannel routing, WFM, Quality Management, and Analytics modules.
• Troubleshoot CXone platform issues, including script errors, API failures, and routing logic.
• Create technical documentation for all scripts, integrations, and platform configurations.

Required Skills

• 12+ years of hands-on experience with the NICE CXone platform.
• Strong proficiency in NICE Studio scripting (ACD, IVR, Workflows).
• Experience with REST APIs, JavaScript, JSON, and XML.
• Solid understanding of Omnichannel Contact Center operations.
• Experience integrating CXone with CRM applications like Salesforce or ServiceNow.
• Knowledge of cloud technologies and networking basics (AWS, VPN, Webhooks).
• Strong analytical and troubleshooting skills.
• Experience with Powershell, Python, or RPA.

Preferred Skills

• Experience with WFM, QM, Interaction Analytics, and Real-Time Dashboards.
• Certification in NICE CXone or cloud platforms (AWS/Azure).

Key Skills

Education

Any Gradute