NICE CXone Engineer

Job Title : NICE CXone Engineer

Duration : 18+ Months 

Location : Remote 

Job Summary

We are seeking an experienced NICE CXone Developer to design, develop, configure, and support contact center solutions using the NICE CXone platform. The ideal candidate will have expertise in IVR development, call routing, omnichannel customer engagement, system integrations, and contact center optimization. The role involves working closely with business stakeholders, architects, and operations teams to deliver scalable customer experience solutions.

Key Responsibilities

* Design, develop, and maintain NICE CXone contact center applications and workflows.
* Configure and support Studio scripts, ACD routing, skills, queues, and call flows.
* Develop and maintain IVR solutions, self-service applications, and customer interaction workflows.
* Integrate NICE CXone with CRM, workforce management, analytics, and third-party systems using APIs and web services.
* Troubleshoot and resolve production issues related to voice, chat, email, and digital channels.
* Implement omnichannel customer engagement solutions across voice and digital platforms.
* Support platform upgrades, migrations, and new feature implementations.
* Collaborate with business analysts and stakeholders to gather requirements and translate them into technical solutions.
* Create technical documentation, design specifications, and operational runbooks.
* Participate in testing, deployment, and production support activities.
* Ensure adherence to security, compliance, and organizational standards.

Required Qualifications

* Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
* 3+ years of experience with NICE CXone (formerly NICE inContact).
* Strong experience with NICE Studio scripting and call flow development.
* Experience with ACD configuration, routing strategies, skills, and queues.
* Knowledge of IVR design and implementation.
* Experience integrating NICE CXone with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow.
* Proficiency with REST APIs, JSON, XML, and web services.
* Experience with SQL and data analysis.
* Strong troubleshooting and problem-solving skills.
* Excellent communication and stakeholder management abilities.

Preferred Qualifications

* NICE CXone certifications.
* Experience with CXone Omnichannel Digital Engagement (Digital First Omnichannel).
* Experience with Workforce Management (WFM), Quality Management (QM), and Analytics modules.
* Knowledge of cloud platforms such as AWS, Azure, or Google Cloud.
* Familiarity with Agile and DevOps methodologies.
* Experience with scripting languages such as JavaScript, Python, or PowerShell.

Technical Skills

* NICE CXone Studio
* Automatic Call Distribution (ACD)
* Interactive Voice Response (IVR)
* Omnichannel Routing
* Digital Engagement Channels
* REST APIs and Web Services
* Salesforce / ServiceNow Integrations