NICE CXone

2 weeks ago

Bengaluru Hyderabad Pune, India Capgemini Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Skills:

  • NICE CXone (ACD, IVR, Studio, WEM, QM)
  • NICE Studio scripting & call flow design
  • NLU integration (Dialogflow, Lex, LUIS)
  • Telephony protocols (SIP, VoIP, WebRTC)

Good to Have:

  • Experience with omnichannel contact center solutions
  • Familiarity with Co-Pilot and Autopilot features
  • Exposure to cloud platforms (AWS, Azure)
  • Knowledge of customer sentiment analysis

Key Responsibilities:

  • Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
  • Develop and maintain skill-based routing, IVR logic, and omnichannel workflows
  • Integrate NLU platforms with IVR and agent assist tools to enable conversational AI capabilities
  • Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and third-party tools
  • Perform log analysis and incident response for telephony and communication infrastructure
  • Automate tasks and workflows using RESTful APIs and RPA tools
  • Analyze call data, containment rates, and agent performance using NICE reporting tools and BI platforms (e.g., Power BI, Tableau)
  • Ensure compliance with security and privacy standards (e.g., PCI-DSS, HIPAA, GDPR)

Required Skills:

  • Deep knowledge of NICE CXone platform (ACD, IVR, Studio, WEM, QM)
  • Proficiency in NICE Studio scripting and call flow development
  • Experience with NLU platforms (e.g., Dialogflow, Lex, LUIS) and AI integration
  • Strong understanding of SIP, VoIP, WebRTC, and telephony protocols
  • Familiarity with OAuth, OpenID Connect, and secure API practices
  • Experience with RPA tools (e.g., UiPath, Automation Anywhere)
  • Strong analytical skills and experience with BI tools and SQL

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