Nice Cxone

Job Description:

• We are seeking a motivated NICE CXone Engineer with 1 to 2 years of experience in Contact Center technologies
• The ideal candidate should have exposure to NICE CXone IVR ACD routing strategies call flows agent configuration and customer experience solutions
• This role involves supporting configuring and enhancing cloud based contact center platforms

Key Responsibilities:

• Configure and maintain NICE CXone contact center solutions
• Support IVR call flows skill routing and ACD configurations
• Troubleshoot customer and agent related issues within the NICE CXone platform
• Assist in configuration of queues skills users roles and routing profiles
• Monitor contact center performance and system health
• Work with business teams to understand call center requirements
• Participate in testing deployment and production support activities
• Create and maintain technical documentation and operational procedures
• Collaborate with telephony network and application teams for issue resolution
• Ensure adherence to SLA and quality standards

Technical Requirements:

• 1 to 2 years of experience in NICE CXone
• Understanding of Contact Center Operations
• Knowledge of IVR ACD call routing and queue management
• Experience with inbound and outbound call processes
• Familiarity with customer service and support workflows
• Basic understanding of APIs and integrations
• Knowledge of ticketing and incident management processes
• Good troubleshooting and analytical skills
• Strong communication and stakeholder management skills

Additional Responsibilities:

• Exposure to CXone Studio scripting
• Knowledge of Workforce Management WFM and Reporting
• Experience with CRM integrations such as Salesforce Dynamics 365 or ServiceNow
• Understanding of cloud contact center technologies
• Basic SQL and reporting knowledge

Preferred Skills:

Technology->Infrastructure-Contact Center->ContactCenter model