Description

You own the design, development, and deployment of IVR and ACD call flows within the NICE CXone platform.

This role is on-site.

Responsibilities

• Develop and deploy CXone routing scripts, workflows, and automation processes in Studio.
• Integrate customer data flows using NICE CXone APIs and RESTful web services.
• Configure Omnichannel routing, Workforce Management (WFM), Quality Management, and Analytics modules.
• Troubleshoot platform issues including script errors, API failures, and routing logic defects.
• 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 for ACD, IVR, and Workflows.
• Experience with REST APIs, JavaScript, JSON, and XML.
• Integrating CXone with CRM applications like Salesforce or ServiceNow.
• Understanding of Omnichannel Contact Center operations.
• Knowledge of cloud technologies and networking basics (AWS, VPN, Webhooks).
• 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