Nice Cxone

Infosys; Hyderabad, Bengaluru, Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Infosys in Hyderabad seeks a NICE CXone Developer / IVR Engineer with 5–10 years of experience to design and implement IVR solutions. You will work on CXone Studio scripting, call flows, and ACD routing to deliver scalable customer engagement. REST API integrations and cross-team collaboration are key parts of the role.

The ideal candidate will optimize IVR performance, ensure reliability, and document configurations for ongoing support and enhancements.

Qualifications

• 5+ years of NICE CXone development and support experience.
• Hands-on CXone Studio scripting and IVR design expertise.
• Strong knowledge of ACD, skill-based routing and call flows.
• Experience with REST API integration and web services.
• Familiarity with SDLC, Agile methodologies, and ticketing tools.

Responsibilities

• Design, develop, and maintain IVR applications using NICE CXone Studio.
• Create and optimize call flows, routing strategies, and self-service options.
• Configure and manage ACD and call routing functionalities.
• Integrate CXone with external systems via REST APIs and web services.
• Develop, test, and deploy IVR scripts and contact center workflows.
• Troubleshoot routing, voice quality, and application issues.
• Document technical designs, configurations, and procedures.

Skills

NICE CXone

CXone Studio Scripting

IVR Design & Development

ACD & Call Routing

REST API Integration

SDLC & Agile

Troubleshooting

Ticketing Tools

Job description

Job Description: NICE CXone Developer / IVR Engineer

Position: NICE CXone Developer / IVR Engineer
Experience: 5-10 Years

Job Summary

We are looking for a skilled NICE CXone Developer with 5-10 years of experience in IVR development, CXone Studio scripting, call flow design, and contact center solutions. The ideal candidate should have hands‑on expertise in NICE CXone, REST API integrations, and ACD/call routing configurations to deliver scalable and efficient customer engagement solutions.

Key Responsibilities

• Design, develop, and maintain IVR applications using NICE CXone Studio.
• Create and enhance call flows, routing strategies, and self-service solutions.
• Configure and manage ACD (Automatic Call Distribution) and call routing functionalities.
• Integrate CXone applications with external systems through REST APIs and web services.
• Develop, test, and deploy IVR scripts and contact center workflows.
• Troubleshoot call routing, voice quality, and application-related issues.
• Validate IVR functionality, call flows, reporting, and user journeys.
• Collaborate with business, operations, and technical teams to gather and implement requirements.
• Ensure high availability, performance, and reliability of customer interaction solutions.
• Document technical designs, configurations, and support procedures.

Required Skills

• 5+ years of experience in NICE CXone development and support.
• Strong hands‑on experience with CXone Studio Scripting.
• Experience in IVR Design & Development.
• Good understanding of ACD, Skill-Based Routing, and Call Flows.
• Experience in REST API Integration and web services.
• Knowledge of inbound and outbound contact center operations.
• Strong troubleshooting and debugging skills.
• Familiarity with SDLC, Agile methodologies, and ticketing tools.