NICE Cxone

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

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:

o REST APIs / Web services

o 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:

o Skills and routing strategies

o Agent scripting and workflows

o Call handling logic

Analyze call flows and optimize for:

o First Call Resolution (FCR)

o Call containment

o Customer experience improvement

Production Support & Troubleshooting

Provide L2/L3 support for CXone issues related to call flows, integrations, and routing.

Troubleshoot:

o Call routing failures

o API integration issues

o Voice and latency issues

Participate in release deployments, testing, and change management

Technical requirements

Core NICE CXone Skills

Strong hands-on experience in:

o CXone Studio scripting

o IVR design and call flow development

o ACD configuration and routing strategies

Experience in omnichannel contact center solutions

Programming & Integration

Strong knowledge of:

o JavaScript / TypeScript (preferred)

o REST APIs and JSON-based integrations

Experience in working with:

o API integrations

o Backend services

Contact Center & Telephony

Understanding of:

o SIP, CTI, call routing

o Contact center operations and workflows

Experience in platforms like:

o Avaya / Cisco / Five9 / WebEx (preferred)

Additional responsibilities

Experience with:

o Dialer systems (ININ / outbound campaigns)

o Call recording platforms (NICE Engage / Verint)

o Workforce Engagement tools (WFM, QM)

Exposure to:

o Cloud platforms (Azure / AWS)

o AI/ML integrations in contact center

Certifications:

o NICE CXone / CCNA / ITIL

Education

Master Of Comp. Applications,Bachelor Of Comp. Applications,Bachelor of Engineering,Bachelor Of Technology