CX Solutions Engineer

6 days ago

india, IN Prudentica Consulting LLP Full time

We are a leading Customer Experience (CX) solutions provider, specializing in delivering world-class cloud contact center implementations and managed services. Our team builds intelligent, scalable, and reliable CX workflows for global enterprises using platforms like NICE CXone and Zoom Contact Center.

We are expanding our professional services team and looking for talented Solutions Engineers passionate about designing impactful customer interaction experiences and driving successful deployments.


About the Role

As a Solutions Engineer, you will play a key role in designing, building, and deploying modern contact center solutions on NICE CXone and Zoom Contact Center. You’ll work closely with clients and internal stakeholders to understand business requirements, create efficient call flows, and ensure seamless solution delivery.


Key Responsibilities

  • Design and implement call flows, IVRs, and routing logic on NICE CXone or Zoom Contact Center.
  • Customize and integrate CX solutions to align with client objectives.
  • Develop and optimize workflow automation scripts and API-based integrations.
  • Collaborate with business stakeholders, developers, and QA teams to ensure high-quality deployments.
  • Support user acceptance testing (UAT) and post-deployment issue resolution.
  • Document configurations, technical designs, and implementation details.


Qualifications

  • Proven experience working with Zoom Contact Center, NICE CXone, or similar CCaaS platforms.
  • Strong understanding of telephony concepts, call routing, ACD, and IVR systems.
  • Hands-on experience with API integrations and web services (REST/SOAP).
  • Familiarity with cloud environments such as AWS or Microsoft Azure.
  • Excellent communication and problem-solving skills.


Preferred Skills & Certifications

Certification in one or more of the following:

  • NICE CXone Certified Professional
  • Zoom Phone Certified Integrator
  • Zoom Contact Center Certified Expert
  • Experience with scripting or programming languages (e.g., JavaScript, Python) is an advantage.
  • Understanding of CRM integrations (Salesforce, HubSpot, etc.) preferred.


Why Join Us

  • Work with global CX transformation projects across industries.
  • Collaborate with a dynamic, cross-functional team of CX professionals.
  • Continuous learning and certification support in leading CCaaS technologies.
  • Competitive compensation and growth opportunities.

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