INInfosys Limited
Nice Cxone
Bangalore Posted 1 Oct 2026
FULL TIME
Incident Management
Ivr
Roles
Integrations
Apis
+5 more
Job Description
Job Description:
- We are looking for a proactive NICE CXone Engineer with 1 to 2 years of experience in Contact Center technologies.
- The perfect candidate will possess familiarity with NICE CXone IVR, ACD routing strategies, call flows, agent configurations, and customer experience solutions.
- This position entails the support, configuration, and enhancement of cloud-based contact center platforms.
Key Responsibilities:
- Configure and sustain NICE CXone contact center solutions.
- Provide support for IVR call flows, skill routing, and ACD configurations.
- Diagnose and resolve customer and agent-related issues within the NICE CXone platform.
- Assist with the configuration of queues, skills, users, roles, and routing profiles.
- Oversee contact center performance and system health.
- Engage with business teams to grasp call center requirements.
- Participate in testing, deployment, and production support initiatives.
- Develop and maintain technical documentation and operational procedures.
- Collaborate with telephony, network, and application teams for effective issue resolution.
- Ensure compliance with SLA and quality standards.
Technical Requirements:
- 1 to 2 years of experience with NICE CXone.
- Understanding of Contact Center Operations.
- Knowledge of IVR, ACD call routing, and queue management.
- Experience in 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.
- Strong troubleshooting and analytical skills.
- Excellent communication and stakeholder management abilities.
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 capabilities.