Nice Cxone

Job Overview:

• We are seeking an experienced NICE CXone Developer Engineer with 2 to 5 years of expertise in the implementation, configuration, and support of cloud-based contact center solutions.
• The successful candidate will demonstrate hands-on knowledge in NICE CXone IVR, ACD, Omni-channel routing, CXone Studio scripting, integrations, and overall contact center operations.

Primary Duties:

• Design, develop, configure, and support NICE CXone solutions.
• Construct and manage IVR call flows utilizing CXone Studio.
• Set up ACD skills, routing profiles, queues, dispositions, and agent settings.
• Implement workflows for inbound and outbound email, chat, and digital interactions.
• Integrate NICE CXone with CRM systems, ticketing platforms, and other third-party applications.
• Diagnose production issues and provide Level 2 and Level 3 support.
• Develop and refine call routing strategies in alignment with business needs.
• Monitor system performance to ensure optimal availability.
• Create comprehensive technical documentation, runbooks, and configuration guides.
• Collaborate effectively with business stakeholders, architects, and support teams.

Technical Qualifications:

• 2 to 5 years of experience working with NICE CXone.
• Proficient in CXone Studio scripting.
• In-depth knowledge of IVR, ACD, contact center operations, and routing strategies.
• Experience in agent configuration, skills management, and queue administration.
• Familiarity with inbound and outbound contact center processes.
• Understanding of APIs, web services, and system integrations.
• Proficient in troubleshooting and providing production support.
• Familiarity with reporting and analytics modules.
• Excellent communication and problem-solving abilities.

Additional Qualifications:

• Experience with CRM integrations, including Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.
• Knowledge of Workforce Management (WFM) and Quality Management (QM) systems.
• Understanding of cloud technologies and Contact Center as a Service (CCaaS) solutions.
• Experience with scripting languages and automation processes.
• Working knowledge of SQL and database fundamentals.

Desired Skills:

Technology->Infrastructure-Contact Center->ContactCenter model