Job Description

The NICE CXone Engineer will be responsible for maintaining a stable and highly efficient CXone platform. Will work daily within the CXone platform and also with the business to complete any work order request changes or promptly fix any issues that arise within the CXone platform.What you will do:

• Design, implement, and maintain CXone Studio scripting, IVRs, routing logic, and platform configurations for two separate NICE CXone Clusters.
• Manage and facilitate custom integrations between CXone and third-party systems (CRMs, WFM, BI tools, Omilia)
• Lead technical discussions with business managers to gather technical requirements for NICE CXone system enhancements
• Resolve incident tickets and complete work orders raised by business resources
• Troubleshoot complex issues for CXone voice, DFO/email, and chat routing.
• Using the CXone reports, youll provide answers to reporting questions from business
• Communicate directly with business leaders on the status of CXone related tasks and incidents
• Create and manage user profiles, skill assignments, ACD configurations, HOOPs, and campaign settings
• Add/edit/remove components (prompts, users, etc.) within the CXone systems
• Optimize and complete requests within the CXone modules of Interaction Analytics, QM, WFM, and Omnichannel Routing
• Propose proactive enhancements to the CXone environment to promote call center efficiency, reliability, and agent experience
• Collaborate cross-functionally with IT, Ops, QA, Dev Ops, and vendors to align business goals with platform capabilities
• Document architecture, processes, and configurations with clarity and precision
• Work closely within the NICE CXone Team and be able to receive constructive criticism and guidance from peers and leaders
• Open NICE Issue Tickets, provide requested documentation of issue incidents to NICE for review, work as a liaison between NICE and the business to resolve these NICE tickets.
• Comply with Ecolab and contact center industry best practices for all changes

Required Skills:

• 3+ years of hands-on NICE CXone administrator experience (ACD, IVR, Studio, Admin, APIs)
• Deep knowledge of scripting, routing design, and custom application integrations
• Strong understanding of call center operations, KPIs, and customer journey optimization
• Experience with NICE modules: Interaction Analytics, QM, Performance Management, WEM, Whats App chat, etc.
• Proficiency in troubleshooting, root cause analysis, and delivering scalable solutions
• High understanding of REST APIs, JSON, and integration architecture
• Proficiency in Microsoft Office Suite Products (bonus for Microsoft Visio)
• Ability to stay calm and focused in difficult and demanding situations
• Is expected and willing to occasionally work outside their regularly scheduled shift to meet operational needs.

Bonus Skills:

• Completed NICE CXone Certificates
• Experience with Microsoft Agile Software Develop Approach
• Experience in Python Coding Language, SQL, or Java

Required Knowledge, Skills, and Abilities

• NICE CXone adminstation

Share Job/Similar Jobs

• BENGAL URU
• 03.0 - 05.0 years
• Not Disclosed

• Bengaluru
• 03.0 - 05.0 years
• Not Disclosed

• Pune
• 03.0 - 05.0 years
• Not Disclosed

• 03.0 - 05.0 years
• Not Disclosed

• 03.0 - 05.0 years
• Not Disclosed

Create a free account to find thousands of Jobs, Employment & Career Opportunities around you!1362 Jobs PostedAbout Bloom Consulting ServicesWe are Bloom Consulting Services, Bloom is one of the Leading Recruitment firm based in Bangalore, Karnataka, India. We are associated with Major IT Companies in Domestic & Overseas as Business partners and providing manpower as per their requirements.

Bloom Consulting Services