Role Summary :

We are seeking a skilled NICE CXone Developer with hands-on experience in CXone Studio scripting, IVR development, and API-based integrations.

The candidate will be responsible for building scalable contact center solutions across voice and digital channels, ensuring high-quality customer experience and system performance.

Key Responsibilities :

CXone Development & IVR Design :

- Develop and maintain CXone Studio scripts for voice and digital channels.

- Design, build, and optimize IVR call flows, routing logic, and ACD configurations.

- Implement business workflows, data dips, and backend integrations within CXone.

Integration & Backend Connectivity :

- Develop integrations between CXone and enterprise systems (CRM, databases, ticketing tools) using REST APIs, Web services, and middleware.

- Handle authentication mechanisms (OAuth2, tokens, API keys) for secure integrations.

- Work on real-time and batch data exchange for call routing and reporting.

Omnichannel & Automation Development :

- Build and support digital channels (chat, email, SMS, bots) in CXone.

- Implement virtual agents/chatbots and automation workflows.

- Enable AI/NLP-based solutions using tools like CXone Bot Builder, Dialogflow, or similar.

System Configuration & Optimization :

- Configure and optimize skills, routing strategies, agent scripting, and call handling logic.

- Analyze call flows and optimize for First Call Resolution (FCR), call containment, and customer experience improvement.

Production Support & Troubleshooting :

- Provide L2/L3 support for CXone issues related to call flows, integrations, and routing.

- Troubleshoot call routing failures, API integration issues, and voice/latency issues.

- Participate in release deployments, testing, and change management.

Tech Stack :

- NICE CXone : CXone Studio, IVR Design, ACD Configuration.

- Programming : JavaScript, TypeScript, REST APIs, JSON.

- Telephony : SIP, CTI, Call Routing.

- Platforms : Avaya, Cisco, Five9, WebEx.

Total Experience : 4-9 years