CXone & IVA Implementation Professional

Carnation Infotech Pvt Ltd.; New Delhi; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Carnation Infotech Pvt Ltd. is seeking an experienced CXone IVA Implementation specialist to design and deploy IVA workflows, integrate CXone with Salesforce and MS Dynamics, and lead end-to-end projects.

You will configure IVR/ACD, optimize omnichannel routing, and collaborate with IT for secure integrations. Ideal candidates have 5+ years in contact center tech, hands-on CXone IVA design, and strong API know-how, with certifications preferred.

Qualifications

• Hands-on experience with IVA design and CXone Studio.
• 2+ years with NICE CXone and 5+ years in contact center tech.
• Strong API and integration pattern knowledge.

Responsibilities

• Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.
• Configure IVR, ACD, and routing strategies to business needs.
• Develop and maintain omnichannel experiences (voice, chat, email, SMS).
• Integrate CXone with CRMs and data platforms via APIs/connectors.
• Collaborate with IT and business teams for secure integrations.
• Lead end-to-end implementation projects with design, testing, deployment.
• Create documentation and configuration guides; ensure security and governance.
• Monitor performance, troubleshoot, and optimize call flows via analytics.

Skills

CXone

IVA design

CXone Studio

RESTful APIs

Webhooks

Integration patterns

Stakeholder management

Documentation

Tools

Salesforce

MS Dynamics

CRM integrations

Job description

CXone IVA Implementation

• Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.
• Configure IVR, ACD, and routing strategies tailored to business needs.
• Develop and maintain omnichannel experiences (voice, chat, email, SMS).

System Integration

• Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.
• Collaborate with IT and business teams to ensure secure and scalable integrations.
• Support real-time and batch data exchange between CXone and backend systems.

Project Execution

• Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.
• Create and maintain technical documentation and configuration guides.
• Ensure compliance with security and data governance standards.

Support Optimization

• Monitor system performance and troubleshoot issues across IVA and integrations.
• Continuously optimize call flows and routing logic based on analytics and feedback.
• Provide training and support to internal teams on CXone features and best practices.

Level: EL4

Qualifications:

• 5+ years of experience in contact center technology implementation, with 2+ years in NICE CXone.
• Hands-on experience with IVA design, and CXone Studio.
• Strong understanding of RESTful APIs, webhooks, and integration patterns.
• NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.
• Excellent communication, documentation, and stakeholder management skills.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.