Description

You will design, build, and maintain NICE CXone and Genesys Cloud CX solutions for contact center operations, including IVR applications, call flows, and routing configurations.

This role is on-site.

Responsibilities

• Develop and support NICE CXone and Genesys Cloud CX platforms, integrating them with CRM systems and third-party applications.
• Design and implement IVR applications, call flows, and routing configurations to enhance customer experience.
• Troubleshoot and resolve issues related to IVR, telephony, and contact center services, monitoring system performance.
• Support network connectivity and voice infrastructure environments, including IPv4/IPv6, MPLS, BGP, QoS, Cisco IOS-XR, and Nokia TMOS.
• Create technical documentation and follow development best practices in an Agile environment.

Required Skills

• Strong experience with NICE CXone and Genesys Cloud CX.
• Proficiency in IVR development and contact center technologies.
• Knowledge of SIP, telephony, and voice solutions.
• Understanding of NICE Actimize and customer experience (CX) platforms.
• Networking knowledge: IPv4/IPv6, MPLS, BGP, QoS, Cisco IOS-XR, and Nokia TMOS.
• Experience with API integrations and system troubleshooting.
• Familiarity with Agile methodologies and CI/CD processes.
• 5+ years of relevant experience.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Preferred Skills

• Relevant NICE CXone, Genesys, or Cisco certifications.

Key Skills

Education

Any Graduate