- Experience
- 2–15 yrs
- Salary
- —
- Openings
- 1
- Posted
- 9 hours ago
- Work mode
- In office
- Education
- BE / B.Tech / MCA / Any Bachelor's Degree in Computer Science, IT, Electronics, Telecommunications, or related field
- Eligibility
- Any graduate in relevant fields may apply.
- Resume
- Required to apply
Where you'll work
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Job description
Job Overview
We are looking for skilled NICE CXone professionals with extensive knowledge in cloud-based contact center platforms, IVR systems design, and omnichannel customer engagement tools. This role involves the end-to-end implementation, configuration, support, and optimization of the NICE CXone platform aimed at improving contact center efficiency and enhancing customer experiences.
Primary Responsibilities
- Set up and manage NICE CXone contact center solutions.
- Create and develop IVR call flows using NICE Studio.
- Configure automatic call distribution, skill-based routing, queues, and various omnichannel interactions.
- Deploy and maintain voice, email, chat, SMS, and digital channel communications.
- Integrate NICE CXone with Customer Relationship Management (CRM) systems like Salesforce, Microsoft Dynamics, and ServiceNow.
- Design and manage reporting tools, dashboards, analytics, and workforce management solutions.
- Diagnose and resolve issues related to call flows, telecom networks, and platform operations.
- Assist in platform updates, migrations, and deployments.
- Collaborate with business units to understand requirements and implement CX solutions.
- Ensure compliance with contact center best practices and service level agreements.
Required Expertise
- Practical experience in NICE CXone platform operations.
- Proficiency in NICE Studio and IVR development.
- Knowledge of automatic call distribution, call routing, skill-based routing, and managing contact center operations.
- Experience with omnichannel contact center environments.
- Understanding of communication channels including voice, chat, email, SMS, and digital engagements.
- Skill in API integrations and web services.
- Familiarity with contact center performance indicators, reporting, and analytics.
- Experience troubleshooting and support in live production systems.
Desired Skills
- Experience with NICE Workforce Management (WFM).
- Knowledge of NICE Interaction Analytics and Quality Management (QM) tools.
- Integration experience with CRMs like Salesforce, ServiceNow, or Microsoft Dynamics.
- Familiarity with SIP, VoIP, Computer Telephony Integration (CTI), and telecom technologies.
- Hands-on experience in cloud contact center migrations.
- Exposure to Agile and DevOps practices.
Educational Qualifications
A bachelor's degree in Computer Science, Information Technology, Electronics, Telecommunications, or related fields such as BE, B.Tech, or MCA is necessary.
Minimum education
Master's Degree
Industry
IT Services & Consulting