Nice Cxone

Job Description:

• We are looking for a skilled NICE CXone Developer Engineer with 2 to 5 years of experience in implementing configuring and supporting cloud based contact center solutions
• The ideal candidate should possess hands on expertise in NICE CXone IVR ACD Omni channel routing CXone Studio scripting integrations and contact center operations

Key Responsibilities:

• Design develop configure and support NICE CXone solutions
• Build and maintain IVR call flows using CXone Studio
• Configure ACD skills routing profiles queues dispositions and agent settings
• Implement inbound outbound email chat and digital interaction workflows
• Integrate NICE CXone with CRM ticketing and third party applications
• Troubleshoot production issues and provide L2 L3 support
• Develop and optimize call routing strategies based on business requirements
• Monitor platform performance and ensure system availability
• Create technical documentation runbooks and configuration guides
• Collaborate with business stakeholders architects and support teams

Technical Requirements:

• 2 to 5 years of experience in NICE CXone
• Hands on experience with CXone Studio scripting
• Strong knowledge of IVR ACD Contact Center Operations and Routing Strategies
• Experience in agent configuration skills management and queue administration
• Knowledge of inbound and outbound contact center processes
• Understanding of APIs web services and system integrations
• Experience in troubleshooting and production support
• Familiarity with reporting and analytics modules
• Strong communication and problem solving skills

Additional Responsibilities:

• Experience with CRM integrations such as Salesforce ServiceNow Microsoft Dynamics or Zendesk
• Knowledge of Workforce Management WFM and Quality Management QM
• Understanding of cloud technologies and Contact Center as a Service CCaaS
• Experience with scripting languages and automation
• Working knowledge of SQL and database concepts

Preferred Skills:

Technology->Infrastructure-Contact Center->ContactCenter model