CXone Developer

3 days ago

Chennai, Tamil Nadu, India HCLTech Full time ₹ 6,00,000 - ₹ 18,00,000 per year

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:

  • 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

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

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