CXone Solutions Architect

3 weeks ago

Industrial Area, India HCLTech Full time

NICE - CXonePrimary Location: Noida / Chennai / Bengaluru / Hyderabad / PuneExperience: 14+ yearsPosition 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 flowsNICE CXone APIs and SDKsACD, IVR, WFM, QM, Analytics, Reporting modulesOmnichannel 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 reportingContact center performance monitoring and optimizationSecurity and regulatory complianceAI-driven CX solutions and RPA toolsWorkforce Engagement Management (WEM), Quality Management (QM), Speech AnalyticsExperience:Proven experience as a NICE CXone Developer or similar roleExperience in cloud-based contact center platformsExperience in developing and supporting omnichannel routingFamiliarity with CRM and third-party integrationsRole and Responsibilities:A. Key ResponsibilitiesDesign, develop, and configure NICE CXone routing scripts and IVR flowsBuild and maintain integrations with third-party applicationsDevelop agent desktop workflows and optimize omnichannel routingCreate and maintain API-based integrationsMonitor and troubleshoot contact center performanceCollaborate with stakeholders to gather requirements and deliver solutionsDevelop and maintain dashboards and reportsEnsure compliance with security and regulatory standardsProvide technical support, testing, and documentationB. Additional ResponsibilitiesStay updated with NICE CXone product enhancementsContribute to continuous improvement initiativesSupport training and knowledge sharing across teamsEducational 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 PlusACD/IVR Implementation CertificationFeedback Management Implementation CertificationNICE CXone Agent for Salesforce ImplementationNICE CXone Enlighten AutoSummary Implementation

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