NICE CXone

NICE - CXone

Primary Location : Noida / Chennai / Bengaluru / Hyderabad / Pune

Experience : 14+ years

Position Overview (Job Summary) :

The NICE CXone Developer will be responsible for designing, developing, and maintaining contact center solutions using NICE CXone. This includes scripting IVR flows, integrating third-party systems, optimizing omnichannel routing, and ensuring performance and compliance. The role requires strong technical expertise, problem-solving skills, and the ability to collaborate with cross-functional teams.

Primary Skills :

NICE CXone Studio scripting and IVR call flows

NICE CXone APIs and SDKs

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

Omnichannel configurations (voice, email, chat, SMS, social)

API-based integrations (REST / SOAP, web services)

Cloud architecture (AWS / Azure / GCP)

JavaScript, Python, .NET (preferred)

CRM integrations (Salesforce, ServiceNow, MS Dynamics)

Secondary Skills :

Real-time dashboards and custom reporting

Contact center performance monitoring and optimization

Security and regulatory compliance

AI-driven CX solutions and RPA tools

Workforce Engagement Management (WEM), Quality Management (QM), Speech Analytics

Experience : 14+ years

Experience in cloud-based contact center platforms

Experience in developing and supporting omnichannel routing

Familiarity with CRM and third-party integrations

Role and Responsibilities :

A. Key Responsibilities

Design, develop, and configure NICE CXone routing scripts and IVR flows

Build and maintain integrations with third-party applications

Develop agent desktop workflows and optimize omnichannel routing

Create and maintain API-based integrations

Monitor and troubleshoot contact center performance

Collaborate with stakeholders to gather requirements and deliver solutions

Develop and maintain dashboards and reports

Ensure compliance with security and regulatory standards

Provide technical support, testing, and documentation

B. Additional Responsibilities

Stay updated with NICE CXone product enhancements

Contribute to continuous improvement initiatives

Support training and knowledge sharing across teams

Educational Qualification :

Not explicitly mentioned (typically a Bachelor's degree in Computer Science, IT, or related field is expected)

Certifications (Preferred) :

NICE CXone Mpower Certifications (WFM, QM, Interaction Analytics, CXone Bots, etc.)

NICE InContact CIP Core / Core Plus

ACD / IVR Implementation Certification

Feedback Management Implementation Certification

NICE CXone Agent for Salesforce Implementation

NICE CXone Enlighten AutoSummary Implementation