NICE CXone

NICE - CXone

Primary Location: Noida / Chennai / Bengaluru / Hyderabad / Pune

Experience: 14+ years

Position Overview (Job Summary):

The NICE CXone Developer will be responsible for designing, developing, and maintaining contact center solutions using NICE CXone. This includes scripting IVR flows, integrating third-party systems, optimizing omnichannel routing, and ensuring performance and compliance. The role requires strong technical expertise, problem-solving skills, and the ability to collaborate with cross-functional teams.

Primary Skills:

• NICE CXone Studio scripting and IVR call flows
• NICE CXone APIs and SDKs
• ACD, IVR, WFM, QM, Analytics, Reporting modules
• Omnichannel configurations (voice, email, chat, SMS, social)
• API-based integrations (REST/SOAP, web services)
• Cloud architecture (AWS/Azure/GCP)
• JavaScript, Python, .NET (preferred)
• CRM integrations (Salesforce, ServiceNow, MS Dynamics)

Secondary Skills:

• Real-time dashboards and custom reporting
• Contact center performance monitoring and optimization
• Security and regulatory compliance
• AI-driven CX solutions and RPA tools
• Workforce Engagement Management (WEM), Quality Management (QM), Speech Analytics

Experience:

• Proven experience as a NICE CXone Developer or similar role
• Experience in cloud-based contact center platforms
• Experience in developing and supporting omnichannel routing
• Familiarity with CRM and third-party integrations

Role and Responsibilities:

A. Key Responsibilities

• Design, develop, and configure NICE CXone routing scripts and IVR flows
• Build and maintain integrations with third-party applications
• Develop agent desktop workflows and optimize omnichannel routing
• Create and maintain API-based integrations
• Monitor and troubleshoot contact center performance
• Collaborate with stakeholders to gather requirements and deliver solutions
• Develop and maintain dashboards and reports
• Ensure compliance with security and regulatory standards
• Provide technical support, testing, and documentation

B. Additional Responsibilities

• Stay updated with NICE CXone product enhancements
• Contribute to continuous improvement initiatives
• Support training and knowledge sharing across teams

Educational Qualification:

Not explicitly mentioned (typically a Bachelor's degree in Computer Science, IT, or related field is expected)

Certifications (Preferred):

• NICE CXone Mpower Certifications (WFM, QM, Interaction Analytics, CXone Bots, etc.)
• NICE InContact CIP Core / Core Plus
• ACD/IVR Implementation Certification
• Feedback Management Implementation Certification
• NICE CXone Agent for Salesforce Implementation
• NICE CXone Enlighten AutoSummary Implementation