NICE CXone Engineer

Capgemini is looking for experienced NICE CXone professionals with strong expertise in call flow design, Studio scripting, and NLU integrations. The ideal candidate should have a solid understanding of telephony protocols, omnichannel contact center solutions, and automation capabilities across the NICE CXone ecosystem.

Experience : 4years to 8 years

Location: Bangalore / Pune / Hyderabad

Key Responsibilities :

1. Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
2. Develop and enhance skill-based routing, IVR logic, and omnichannel workflows
3. Integrate NLU platforms with IVR and agent assist solutions to enable conversational AI
4. Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rdparty diagnostic tools
5. Perform log analysis and support incident resolution for telephony and communication infrastructure
6. Automate tasks and workflows using RESTful APIs and RPA tools
7. Analyze call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms (Power BI, Tableau)
8. Ensure compliance with industry security and privacy regulations (PCI-DSS, HIPAA, GDPR)

Required Skills & Experience:

• Strong expertise in NICE CXone platform: ACD, IVR, Studio, WEM, QM
• Proficiency in NICE Studio scripting and complex call flow development
• Experience with NLU / conversational AI platforms (Dialogflow, Lex, LUIS)
• Strong knowledge of SIP, VoIP, WebRTC, and overall telephony architecture
• Familiarity with OAuth, OpenID Connect, and secure API practices
• Experience with RPA tools such as UiPath or Automation Anywhere
• Strong analytical and problemsolving skills
• Experience with BI tools and SQL for data analysis