Nice Cxone

Infosys Limited; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Infosys Limited in Bengaluru is seeking a NICE CXone engineer with 2–5 years of hands-on experience to design, configure, and support CXone solutions across inbound/outbound channels. You will build IVR flows, configure ACD skills, routing profiles, queues and agent settings to meet business requirements.

The role involves integrating CXone with CRM and ticketing systems, troubleshooting production issues, and creating runbooks and documentation while collaborating with architects and support

Qualifications

• 2 to 5 years of experience with NICE CXone.
• Hands-on CXone Studio scripting.
• Strong knowledge of IVR, ACD, routing and contact center operations.
• Experience in agent configuration, skills management, and queue administration.
• Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.
• Understanding of CCaaS and cloud technologies.
• Experience with scripting languages and automation.
• Working knowledge of SQL and database concepts.

Responsibilities

• Design, develop, configure, and support NICE CXone solutions.
• Build and maintain IVR call flows using CXone Studio.
• Configure ACD skills, routing profiles, queues, dispositions, and agent settings.
• Implement inbound, outbound, email, chat, and digital interaction workflows.
• Integrate NICE CXone with CRM, ticketing, and third-party applications.
• Troubleshoot production issues and provide L2/L3 support.
• Develop and optimize call routing strategies based on business requirements.
• Monitor platform performance and ensure system availability.
• Create technical documentation, runbooks, and configuration guides.
• Collaborate with business stakeholders, architects, and support teams.

Skills

IVR design

ACD

Routing strategies

L2/L3 support

Education

MTech

Bachelor of Engineering

BTech

Tools

CXone Studio

Salesforce

ServiceNow

Microsoft Dynamics

Zendesk

Job description

Job ID/Reference Code INFSYS-INDEED1-254386

Work Experience 2 - 5 Years

Job Title Nice Cxone

Educational Requirements

MTech,Bachelor of Engineering,BTech

Service Line

Engineering Services

Responsibilities

Design, develop, configure, and support NICE CXone solutions.Build and maintain IVR call flows using CXone Studio.Configure ACD skills, routing profiles, queues, dispositions, and agent settings.Implement inbound, outbound, email, chat, and digital interaction workflows.Integrate NICE CXone with CRM, ticketing, and third-party applications.Troubleshoot production issues and provide L2/L3 support.Develop and optimize call routing strategies based on business requirements.Monitor platform performance and ensure system availability.Create technical documentation, runbooks, and configuration guides.Collaborate with business stakeholders, architects, and support teams.

Additional Responsibilities:

Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.Knowledge of Workforce Management (WFM) and Quality Management (QM).Understanding of cloud technologies and Contact Center as a Service (CCaaS).Experience with scripting languages and automation.Working knowledge of SQL and database concepts.

Technical and Professional Requirements:

2 to 5 years of experience in NICE CXone.Hands-on experience with CXone Studio scripting.Strong knowledge of IVR, ACD, Contact Center Operations, and Routing Strategies.Experience in agent configuration, skills management, and queue administration.Knowledge of inbound and outbound contact center processes.Understanding of APIs, web services, and system integrations.Experience in troubleshooting and production support.Familiarity with reporting and analytics modules.Strong communication and problem-solving skills.

Preferred Skills:

Technology->Infrastructure-Contact Center->ContactCenter model