Job Description

We are looking for an experienced NICE CXone Developer with over 10+ years of experience in design, develop, implement, and support cloud-based contact center solutions. The ideal candidate has strong expertise in NICE CXone Studio scripting, APIs, integrations, and contact center workflows.

Key Responsibilities Solution Development

• Design and develop IVR and ACD call flows using NICE CXone Studio, including scripts, actions, and custom logic.
• Build, test, and deploy CXone routing scripts, workflows, and automation processes.
• Configure and customize Omnichannel routing, WFM, Quality Management, and Analytics modules.

Integration & API Work

• Develop integrations using NICE CXone APIs, RESTful web services, and third-party connectors.
• Work with CRM platforms (Salesforce, ServiceNow, Zendesk, etc.) to integrate customer data flows.
• Ensure secure data transfer and compliance across systems.

Platform Configuration

• Configure users, skills, campaigns, call queues, and channel settings.
• Manage and optimize contact center KPIs, routing strategies, and reporting dashboards.
• Support workforce schedules, QM evaluations, and performance analytics.

Maintenance & Support

• Troubleshoot CXone platform issues, script errors, API failures, and routing logic.
• Perform system updates, enhancements, and ongoing optimizations.
• Collaborate with cross-functional teams (Ops, QA, Network, Product).

Documentation & Best Practices

• Create technical documentation for scripts, integrations, and platform configurations.
• Ensure solutions follow industry best practices for scalability, reliability, and security.

Requirements

Required Skills & Qualifications

• 10-12+ years of hands-on experience with NICE CXone platform.
• Strong proficiency in NICE Studio scripting (ACD, IVR, Workflows).
• Experience with REST APIs, JavaScript, JSON, XML.
• Solid understanding of Omnichannel Contact Center operations.
• Experience integrating CXone with CRM applications.
• Knowledge of cloud technologies and networking basics (AWS, VPN, Webhooks).
• Strong analytical and troubleshooting skills.

Preferred Skills

• Experience with WFM, QM, Interaction Analytics, and Real-Time Dashboards.
• Certifications in NICE CXone or cloud platforms (AWS/Azure).
• Knowledge of VoIP, SIP, and telephony systems.
• Exposure to automation tools (PowerShell, Python, or RPA).

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