Network Voice Nice CXone

Network Nice CXone

Experience: 6 to 15 Years

Location: Chennai and Bangalore

Shift timing: US shift

Key Responsibilities

• Design, develop, and configure NICE CXone routing scripts, IVR flows, and call handling logic.

• Build and maintain custom integrations with third-party applications (CRM, workforce management, reporting tools, etc.).

• Develop agent desktop workflows and optimize Omnichannel routing (voice, chat, email, SMS, social).

• Create and maintain API-based integrations (REST/SOAP, web services).

• Monitor and troubleshoot contact center performance issues; optimize routing for efficiency and customer satisfaction.

• Collaborate with stakeholders (operations, product, business) to gather requirements and deliver scalable solutions.

• Develop and maintain real-time dashboards and custom reports within NICE CXone.

• Ensure compliance with security and regulatory requirements.

• Provide technical support, testing, and documentation for deployed solutions.

Key Skills & Qualifications

• Proven experience as a NICE CXone Developer or in a similar role within cloud-based contact center platforms.

• Strong expertise in:

o Studio scripting and IVR call flows

o NICE CXone APIs and SDKs

o ACD, IVR, WFM, QM, Analytics, and Reporting modules

• Hands-on experience with Omnichannel configurations (voice, email, chat, SMS, social).

• Strong knowledge of cloud architecture (AWS/Azure/GCP) and networking basics.

• Proficiency in JavaScript, Python, .NET, or other scripting languages (preferred).

• Familiarity with CRM integrations (Salesforce, ServiceNow, MS Dynamics, etc.).

• Excellent problem-solving skills and ability to work in a fast-paced environment.

• Strong communication and collaboration skills.