NICE CXone

4 weeks ago

New Delhi, 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 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 AnalyticsExperience:- 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 integrationsRole 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 documentationB. Additional Responsibilities- Stay updated with NICE CXone product enhancements - Contribute to continuous improvement initiatives - Support 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 Plus - ACD/IVR Implementation Certification - Feedback Management Implementation Certification - NICE CXone Agent for Salesforce Implementation - NICE CXone Enlighten AutoSummary Implementation

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