Contact Center Technology Specialist
HCLTechNoida, Republic Of India, IN30+ days ago
Job descriptionReal-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 Proven experience as a NICE CXone Developer or similar role Experience in cloud-based contact center platforms Experience in developing and supporting omnichannel routing Familiarity with CRM and third-party integrations 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 Stay updated with NICE CXone product enhancements Contribute to continuous improvement initiatives Support training and knowledge sharing across teams 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
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 :
Experience :
Role and Responsibilities :
A. Key Responsibilities
B. Additional Responsibilities
Educational Qualification :
Not explicitly mentioned (typically a Bachelor's degree in Computer Science, IT, or related field is expected)
Certifications (Preferred) :
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Technology Specialist • Noida, Republic Of India, IN
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