NICE CxOne Engineer - CRM Integration

Job Title : NICE CXone Engineer (5-7 Years Experience)

Location : PAN INDIA LTI Mindtree locations.

Mode : Hybrid.

Job Type : Full-time

Job Summary :

We are seeking an experienced NICE CXone Engineer with 57 years of hands-on experience in implementing, configuring, and supporting NICE CXone cloud contact center solutions.

The ideal candidate should have strong technical expertise in IVR scripting, ACD, WFM, QM, and API integrations, with a clear focus on delivering exceptional customer experience.

Key Responsibilities :

- Design, configure, and maintain NICE CXone solutions including ACD, IVR, Studio scripting, WFM, QM, and Reporting.

- Lead or support CXone implementations, migrations, or upgrades.

- Collaborate with business stakeholders to gather requirements and translate them into technical solutions.

- Develop and maintain custom reports and dashboards using CXone reporting tools (e.g , Performance Analytics, BI).

- Integrate CXone with CRM platforms (Salesforce, Dynamics, etc.) and third-party systems using APIs.

- Monitor system performance, resolve incidents, and optimize configurations.

- Provide technical leadership and mentoring to junior team members.

- Ensure compliance with security and data protection policies.

- Work with NICE support to resolve complex issues or bugs.

Required Skills :

- 5 - 7 years of experience in NICE CXone platform (ACD, IVR, Studio, QM, WFM, Analytics).

- Strong hands-on experience with Studio scripting and custom IVR development.

- Proficiency in APIs, web services (REST/SOAP), and integration techniques.

- Experience with CRM integrations (Salesforce, MS Dynamics).

- Good understanding of contact center KPIs and workforce optimization.

- Familiarity with cloud technologies and networking basics.

- Strong troubleshooting and performance tuning skills.

- Excellent communication and stakeholder management.

Preferred Qualifications :

- NICE CXone certifications (e.g , CXone Certified Implementation Engineer).

- Experience with other NICE products (e.g, Nexidia, Enlighten AI).

- Knowledge of call recording, speech analytics, or omnichannel routing.

- Experience working in Agile/Scrum environments.

- Bachelor's degree in Computer Science, IT, or related field